Porting Analyst

Recruiter
Marshall Resource Partners Ltd
Location
West London
Salary
£26-30k dep on exp.
Posted
15 Apr 2017
Closes
15 May 2017
Contract Type
Permanent
Hours
Full Time
PORTING ANALYST

The Senior Porting Analyst is an important role and is a great opportunity for someone to drive genuine step-change within the business, from a porting perspective.

I have recruited for this company for many years and absolutely love it when I do. Everyone that goes for an interview even before they have had their interview waiting in the reception area they want the job. Such a lovely bunch of people and they really look after their staff, they massively champion promoting from within and do all they can to help people progress in the area they want to.

So this role: your primary responsibility will be to ensure that technical issues and service requests are resolved promptly and professionally.

You will need to have an impeccable telephone and customer service manner. And have the ability to use your discretion and intelligence to ensure customers receive the best possible service experience. Champion the needs of the customer.

A key focus of the role will be monitoring and reviewing stats, trends and reporting in order to spot issues before they arise. Therefore this role requires someone to be very analytical, who can create a proactive Porting Team and who is constantly thinking of customer experience and how to improve it based on a continuous improvement methodology.

Key Responsibilities

The role will involve but not limited to:

- Porting and migration of numbers and services to and from different telecoms carrier networks.
- Identifying risk within the porting process and seeking for resolution.
- Identify areas of improvement, "broken processes" and champion their resolution.
- Managing migration escalations.
- Managing Service Establishment with Communications Providers.
- Perform daily platform and service checks, reporting findings to senior stakeholders.
- Build strong and positive relationships with customers and ensure you are managing expectations at all times.
- Producing and collating management reports for the Service Desk Manager.
- Train internal and external customers on the use of our products and services.

Key Skills & Attributes

- Strong customer service focus with an enthusiasm and flair for working with people
- Experience of Mobile porting and/ or Fixed line and Cloud Telephony services ideally within Vodafone/EE or any other mobile provider
- Analytical with an ability to use statistics, trending and reporting to benefit a Service Desk
- Experience in providing phone support to internal and external customers
- Possess a high degree of flexibility and professionalism
- Excellent written and verbal communication with excellent attention to detail
- Strong organisational skills and a proven ability to operate in high pressure situations; able to successfully handle multiple and competing priorities
- ITIL Foundation
- Confident in collaborating with all levels of seniority,
- Have a friendly, positive, 'can-do' attitude.
- Strong team player.

Desired Experience:

- Service Desk experience
- Familiarity with telecommunication technologies, mobile, cloud-based voice & data services
- Experience in mobile number porting
- Knowledge of CRM systems

If this is you and you want to know more, please send me your CV ASAP