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Voice Network Services Co-ordinator

November 23, 2022

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To provide expert level provisioning and support of telecoms services for both our  internal and external client base.

Working alongside colleagues in all departments to implement, maintain and assist in the growth of the business.

Accountabilities and main responsibilities

As a Voice Network Services (VNS) Coordinator working within the Voice Network Services function you will be responsible for processing, delivering and supporting key telecoms services and solutions to and through Capita ITS.  As a key member of the team you will be able to liaise with suppliers and customers alike, providing an efficient, accurate and professional service adhering to internal SLAs and ensuring a good customer experience is maintained. An ability to work closely and effectively using your excellent communication skills, to build productive relationships with suppliers and key internal contacts are key aspects of this role.

The VNS Coordinator will be responsible for:

Assisting the VNS Manager in the delivery and management of new and existing VNS orders, coordinating enquiries from 3rd party suppliers, ISPs, Carriers, Project Managers etc, providing clarification and support, updating documentation to all involved throughout the lifecycle of the delivery.

Liaise with Carriers and Customers to arrange access appointments and clarify points of detail

Ensure all provisioning documentation and systems are updated in a timely manner ensuring accuracy is maintained

Coordinate and manage incoming and external calls and email correspondence from Service Providers, responding to requests within our internal SLA’s for

  • site and data centre access
  • assistance/clarification on circuit status
  • assistance through general enquiries
  • Utilise existing mechanisms to provide VNS quotations within agreed internal SLA timescales
  • Liaise with Service Providers/Carriers to obtain information, utilising on-line portals where available
  • Assisting the VNS Billing Manager with day to day billing functions such as adds, moves and changes to customer accounts etc
  • Assisting the VNS Manager in developing the role of the VNS Team, actively seeking to improve processes to achieve greater efficiency and improved customer services
  • Assisting the VNS Manager in developing internal/external processes to better capture and maintain technical details associated with services, which in turn will allow better management of customers and services cross the whole estate.

Other Responsibilities and Accountabilities

  • At all times to work in such a way that enhances the reputation of Capita Networking Solutions Voice.
  • Maintain high standards in terms of personal appearance and hygiene, personal conduct and respect of company property.
  • Liaise with customers in a professional manner to ensure that they are kept up-to-date with progress and developments on provisioning orders
  • Creating, updating and maintaining of site documentation as necessary to reflect any changes/updates to the customer environment
  • Timely completion of all internal processes such as timesheets and mandatory courses.
  • Proactive approach to keeping up-to-date with technical developments and changes to applications platforms.
  • Effectively communicate with the management team, account managers, KASM’s and the Help Desk as required to ensure that all parties have the appropriate level of information at all times.
  • Realise commercial opportunities for expansions, upgrades or services and flag them to the relevant person(s).
  • Embrace internal knowledge transfer by organising sessions and creating/sharing support documentation.

Technical Requirements


Applicants should have strong administrative skills and experience enabling them to work with limited supervision, using their own initiative, but seeking guidance where appropriate. Proven communication skills with the ability to work alongside colleagues are essential attributes for this post.

The following skills are essential for this role:

  • Able to work well under pressure and prioritise workload accordingly and efficiently
  • Professional and confident manner
  • Cheerful disposition, with a good sense of humour and great interpersonal skills with the ability to build relationships easily with both internal and external clients
  • Flexible, approachable and willing to pitch in with all tasks and step away from routine when the pressure is on
  • Positive pro-active approach, able to pre-empt actions required and act accordingly
  • Experience of working in an administrative and/or customer service environment
  • Excellent written communication skills
  • Professional telephone manner
  • Excellent attention to detail, with the ability to produce quality documentation
  • Good team player and willing to support the team
  • Good organisation skills with ability to manage multiple tasks
  • Good time management skills with ability to work to deadlines
  • PC skills, to include MS Office (Word & Excel), PowerPoint and Outlook
  • Educated to GCSE A-C Level standard or equivalent relevant experience

The following skills are desirable but not essential:

  • Experience in Project Planning, Provisioning or Project Coordination
  • Understanding/exposure of Provisioning methodology/project methodology
  • An understanding of telecoms billing and the use of Abillity billing platform or equivalent

Soft Skills

  • Excellent written and verbal communication skills.
  • Excellent customer service skills.
  • Proactive approach to problem solving.
  • Able to manage time effectively and efficiently.
  • Able to work autonomously.
  • An expert in your field.
  • Can retain a professional and proactive work ethic under pressure.

About Trustmarque

At Trustmarque, our vision is to enable organisations to harness the power of digital technology. For over 30 years, we have helped organisations in the public and private sectors to work smarter, run their business more effectively and unlock the value of their IT investments.

Our mission is to support our customers to buy and use innovative technology to positively impact local communities across the UK. We’re always evolving to keep up with the pace of change – to understand the technology solutions, licensing options and methodologies. Our customers come to us time and time again for collaborative transformation that helps them make better IT decisions for long-term success.

Our people are at the heart of our customer-centric business and we have company values which have been defined by our people – About us – Trustmarque. There’s never been a better time to join Trustmarque, we are growing and investing and you can play your part in influencing the future of IT in the UK.

One of our values is “be diverse and inclusive because we know that diversity of thought and experience positively benefits our ability to deliver work. We consider all suitably qualified applicants regardless of sex, gender identity or reassignment, race, disability, religion or beliefs, age, or sexual orientation. We recruit and develop our people based on merit and their passion, and we’re committed to creating an inclusive environment that reflects the diversity of the communities we serve. During the application process, you’ll be given the option to share your personal characteristics and data with us. This helps us understand our candidate pool so we can do everything we can to attract a diverse range of people and ensure our recruitment process is fair and inclusive.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Trustmarque colleagues who can work from home should do so. Social distancing, enhanced hygiene and safety measures are already in place to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.

Standard benefits

As well as competitive rates of pay, we offer 25 days holiday (rising to 27), 2 volunteering days and 1 personal day plus bank holidays.  We also provide a substantial benefits package which includes a company-matched pension, life assurance, enhanced parental leave policies, the option to buy extra leave, a cycle2work scheme and more.

Trustmarque is an award-winning IT partner that delivers IT solutions allowing our customers to work smarter and more effectively. We simplify business, through a flexible and cost-effective approach that empowers organisations and their people. Giving honest, simple, and independent advice we help our customers to navigate an increasingly complex world of IT – and that’s exactly what you’ll do too, if you join our talented team here.

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