What You Will Be Doing
- Managing the end-to-end provisioning of fibre and voice services through supplier platforms such as Openreach, BT Wholesale, and CityFibre
- Monitoring order progress, milestones, and delivery timelines, ensuring proactive escalation where needed
- Supporting fault management, including diagnostics, troubleshooting, and resolution of subscriber issues
- Acting as a specialist point of contact for service delivery queries and escalations
- Collaborating with suppliers and internal stakeholders to resolve blockers and improve delivery performance
- Producing reports, action logs, and insights for stakeholders and senior leadership
- Supporting BAU handovers and contributing to continuous improvement initiatives
- Identifying recurring issues, performing root cause analysis, and driving long-term fixes
- Contributing to operational documentation, processes, and system improvements
About You
- You have strong experience in telecoms service delivery, provisioning, or technical support
- You’re confident working in a fast-paced, operational environment with multiple stakeholders
- You communicate complex technical concepts clearly and effectively
- You are proactive, solutions-focused, and comfortable owning issues through to resolution
- You thrive in collaborative environments and enjoy driving continuous improvement
- You are highly organised, adaptable, and able to prioritise competing demands
Your Skills
- Strong knowledge of telecoms products such as SoGEA, FTTP, Ethernet, or VoIP
- Experience with Openreach and wholesale supplier portals and provisioning processes
- Fault diagnostics and troubleshooting capability
- Stakeholder management and escalation handling experience
- Excellent analytical and problem-solving skills
- Strong written and verbal communication skills
- Ability to manage workloads, meet deadlines, and deliver high-quality outputs
- Experience producing reports, documentation, and process improvements
Benefits at APFN
At AllPoints Fibre Networks, we’re all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care… we will even pay for you to get a massage!
Everyone needs a break now and then, right? That’s why we start all our employees off with a generous 30 days’ annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we’ve got enhanced leave plans in place to support you through that.
Additionally we know how important it is to feel secure with your finances. That’s why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending.
Our Commitment to Diversity, Equity and Inclusion
- Fair pay and equal opportunities for all
- Supporting underrepresented groups through our Women in Telecoms Network
- Investing in future talent with our apprenticeship scheme and mentorship programmes
- Ensuring every employee completes Equality, Diversity & Inclusion training
- Creating a culture where every voice is heard and everyone has the opportunity to grow
We welcome applicants from all backgrounds and experiences. If you’re excited about this role but don’t meet every single requirement, we still encourage you to apply — we’d love to hear from you.
