Specialist 2 - Telephone & Provisioning

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

This job is responsible for contributing to the functional systems and technology department with technical expertise. It involves testing system changes, resolving complex issues, and enhancing system processes. The role supports the department by translating business requirements and ensuring a positive user experience.

Job Description

Job Description – Provisioning Specialist

• Job Overview:
  • A Provisioning Specialist ensures accurate and timely activation of broadband services by managing high volume cases, resolving complex escalations, and working closely with internal and external stakeholders.
  • The role safeguards service activation, supports exception handling, and contributes to a seamless customer journey from order through completion.
• Role:
  • To deliver accurate, efficient provisioning across broadband journeys, managing escalated cases, ensuring smooth customer transitions, and maintaining strong engagement with suppliers and stakeholders.
• Key Responsibilities for this Role:
  • Core Provisioning Activities
    • Manage high volumes of provisioning cases across broadband journeys, ensuring timely progress and right first-time delivery.
    • Work through order stages including validations, exceptions, and activation steps.
    • Complete escalated provisioning workstreams including FTTC/FTTP/NowBB escalations, unsolicited cease investigations, and trumping events.
  • Exception & Escalation Handling
    • Investigate and resolve provisioning exceptions such as number port failures, import rejections, emergency services listing issues, and stalled orders.
    • Take ownership of Order Point of No Return (OPNR) investigations and inter provider ticket resolution.
  • Stakeholder & Supplier Engagement
    • Maintain strong relationships with installation partners, broadband providers, and other carriers.
    • Use channels such as provider call lines (08:00–18:00) to resolve porting and provisioning issues quickly.
    • Collaborate with internal teams (e.g., CRT, Tech Ops, Billing Assurance), sharing insights and supporting issue resolution.
  • Operational Excellence
    • Work efficiently across large, varied case volumes, ensuring tasks are prioritised effectively.
    • Maintain rigorous accuracy, attention to detail and compliance across all provisioning actions.
• Required skills (Must have):
  • Exceptional attention to detail
  • High accuracy and quality competence – ensures correct order progression, activation and service set up.
  • Strong time management – able to handle high volume caseloads, competing priorities and tight SLAs.
  • Confident stakeholder engagement – including external providers, engineering partners and internal teams.
  • Problem solving and analytical skills – to diagnose root causes, investigate failed orders and resolve complex issues.
  • Experience with escalated broadband provisioning – including FTTC/FTTP issues, unsolicited ceases, and porting exceptions.
  • System literacy – comfortable navigating provisioning systems, order histories and exception queues.
• Preferred Skills (Good to have):
  • Knowledge of number porting workflows and UK emergency services listing processes.
  • Experience supporting process improvement or defect investigation.
  • Basic data interpretation skills (dashboard reading, MI analysis).
• Experience:
  • Essential
    • Experience working in broadband, telephony, provisioning or technical operations environments.
    • Demonstrated capability handling high volumes of operational or case driven work.
    • Proven track record resolving customer or supplier escalations with accuracy.
  • Desirable
    • Exposure to complex provisioning scenarios such as FTTP migrations, number porting failures or cross provider escalations.
    • Experience contributing to MI reviews, quality checks or continuous improvement initiatives.
• Work timings (IST or UK):
  • UK
• Shift (If any):
  • Between 07:30 to 18:00 GMT

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years