MNP Support Advisor (Temp)


Location: Birmingham


MNP Support Advisor - 6 months

Birmingham- Eagle Court 3 - B26 3RZ

Salary - competitive + benefits

Role Purpose

To monitor and assure mobile number porting activity is completed successfully within the strict regulatory timelines. The role will require the Identification and resolution of exceptions in the porting process, diagnosed and identified via a number of channels. It will entail completing a range of investigative tasks with varying degrees of complexity using the new tools and reports provided. The role will involve written and verbal communication with internal and external customers. This includes agents in Customer Contact, Virgin Mobile Customers, Managed Service teams both in house and external and other network providers.

Key Accountabilities

Understands the Mobile Number Porting & Repatriation process and its various touch points, from Customer initiation through to the inter Network relationship required to complete a Port.

Understanding of the Business’ regulatory obligations with OFCOM and comfortable working within in a SLA driven environment.

Liaise with other Mobile Network Operators and Service Providers in order to maintain the relationship required to uphold the MNP process. This will involve daily interaction with teams outside of the business to ensure that all relevant stakeholders are engaged and relevant action is taken to escalate Porting issues.

Liaise with IT teams including Huawei managed services to ensure that issues are raised and problem management processes are handled effectively.

Interpretation and creation of reports from daily data reports and CRM system, necessary in order to monitor MNP performance and highlight any area of risk or deviation from regular service levels.

Use of report to identify errors and proceed with resolution process.

Customer interaction required to confirm both customer resolution under certain circumstances and deal with escalated customer scenarios.

Taking ownership of issues and following through to resolution, recognising individual responsibility to meet OFCOM SLA.

Typical Knowledge, experience and Skills
* Experience of using EVO (but not essential)
* Strong analytical skills, focusing on technical data analysis
* Excellent written and verbal communication skills, will need to attend singular and group conference calls, convey findings and work with other areas over various sites and countries to find a resolution.
* Will need to be able to communicate effectively with Mobile customers.
* Adept at proactively identifying issues and identifying appropriate resolutions
* Competence with MS Office applications in particular "Excel"
* Ability to work in a regulatory SLA driven environment
* Knowledge of Mobile industry processes is an advantage (but not essential)
* Interest in the technical workings of a Mobile Network provider.
* Technically minded in providing diagnosis and resolution

* Ability to learn and adapt to processes in a fast paced industry