Title: Provisioning Officer Division: Retail Branch: Customer Activations Department Reports to: Provisioning Team Leader Hewitt Code:

POSITION OVERVIEW

Reporting to the Provisioning Officer Team Leader the Provisioning Officer is responsible for the provisioning for TransACT customers.

Your duty to your employer includes an obligation to carry out your work in a way that does not put TransACT in breach of any legislative or regulatory obligations. TransACT will have the responsibility to provide suitable training and to make you aware of the legal obligations relevant to your work. TransACT is also responsible to provide you with Occupational Health and Safety training to ensure your health and safety in the workplace.

Under the TransACT Safety 1st system, this position is required to participate fully in all aspects of health, safety and environment management within TransACT, including risk assessment, hazard identification and control and incident reporting.

Branch Structure

Manager Customer Services Branch

Manager Customer Activations

Team Leader Provisioning

Provisioning Officer

Issued by: Release date: Revision No.: File location: Page: 1 of 3 DUTIES & RESPONSIBILITIES

 Able to provision all services efficiently and accurately. This would involve being familiar with our provisioning systems and understanding their functions.  Able to use and understand Net Manager.  Able to differentiate between Cable, ADSL and FTTH, their products and their associated databases.  Understanding of TransACT capacity and cable maps.  Manage phone calls from contractors and customers and able to process these calls in a polite and efficient manner.  Able to read and understand the Local Number Portability database. Able to port and give back numbers accurately.  Able to use CANMAN efficiently with a high degree of accuracy.  Able to follow the LCS process through to connection  Able to provision LCS via LOLO  Provide high-level customer support during the connection process and ensuring timeframes are adhered to and Service Level Agreement is met at all times particularly in relation to CSG. This could involve handling and resolution of customer complaints.  Daily monitoring of assigned buckets.  Able to interpret notes in OMNI work tickets, service requests and support incidents.  Able to enter notes in a legible manner whenever working on a customers order or after speaking with a customer.  Able to assist with narrow band and broadband audits for all phases.  Able to issue work tickets to the contractors.  Able to update addresses in the premise marketability tables.  Ensure all work is performed with regard to the health and safety of yourself, your colleagues and the general public.  Comply with HSE legislation and company procedures in order to assure the health and safety of yourself, your colleagues and the public.  Other duties as requested

QUALIFICATIONS, KNOWLEDGE & TYPICAL EXPERIENCE

 Ability to exercise sound judgement in the application of policies, procedures and practices.  Ability to multi-task  Excellent customer service skills.  Knowledge of the TransACT connection process.  Ability to prioritise.  Excellent phone manner.  Computer literacy- Knowledge of Omni.

ATTRIBUTES & SKILLS

 Team oriented with high-level interpersonal skills  Ability to communicate (verbal and written) effectively with a broad range of people from a wide range of backgrounds and origins.  High level of commitment, with energy, determination and motivation.  Demonstrated ability to think independently and to provide value-adding direction.  Proactive and improvement-oriented.  Ability to build and maintain efficient and effective customer relationships.

Issued by: Release date: Revision No.: File location: Page: 2 of 3  Able to exercise discretion and maintain confidentiality in respect to all customer information-be assertive yet diplomatic.  Ability to think logically and find creative solutions to solve problems.  Conscientious, well organised and professional in appearance and manner.  Well developed planning and organisational skills, with the ability to prioritise and work in a changing environment.  Ability to adapt and adjust to changing conditions.

Position Holder: Name

Signature Date / / 2011

Supervisor: Name

Signature Date / / 2011

Issued by: Release date: Revision No.: File location: Page: 3 of 3