Main Purpose of Role

This role carries primary responsibility for leading the service assurance team. The role will involve developing a team to deliver outstanding results. Having the customer at the heart of what the business does, you will develop effective relationships with suppliers and customers to ensure SLAs are met and keep customers updated. You will manage and prioritise ticket queues, manage incidents and ensure planned works are communicated. Searching for efficiencies and facilitating continuous improvement, you will also look to improve processes working alongside business transformation team so that systems are delivered that will add significant value to the end-to-end customer experience.

Producing weekly / monthly reporting packs for customers is key so that we can drive continuous improvement.

This role will suit candidates who wish to pursue a career in the telecommunications industry with a leading company driving fibre delivered products and services to partners, businesses, and residential customers across the UK.

Main Duties and Responsibilities

• Leading the service assurance and support team
• Engaging, influencing and challenging suppliers / service providers
• Develop the team, people and processes to drive effective service assurance
• Create a can-do culture and look to continually improve as we scale
• Coach, mentor, develop people within the team to achieve outstanding results
• Engage with customers for day-to-day operations and also provide monthly service packs
• Identify and manage risks & issues to minimise the impact to customers and the business
• Ensuring support on providing a support service to the service desk during any major service outage
• Point of escalation for challenging service delivery installs
• Reporting weekly / monthly KPI's that underline the operational performance of the team
• Develop and maintain a supportive environment so employees can challenge and develop

In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned from time to time by their manager or a senior leader.

Experience & Knowledge

Essential:

• Microsoft Office application skills
• Team leadership
• Experience working in a customer service environment

Desirable:

• Knowledge of telecoms industry fibre broadband products and services

Skills/Abilities & Relevant Competencies

Essential

• Analysis, organisation, and planning skills
• Excellent communication skills (written and verbal)
• Self-motivated and driven to meet service objectives and targets
• Enthusiastic and highly motivated with an eye for detail
• Able to liaise and interact effectively with suppliers, management, technical teams, and customers
• Ability to listen, empathise and gain customer confidence
• Flexible approach and able to manage varying workload
• Effective people leader

Desirable

• Experience of using Customer Relationship Management (CRM) systems or portals

Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, NMS will be acting within your interest and will contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy h t t p : / / w w w . n m s r e c r u i t . c o m / p r i v a c y - p o l i c i e s on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or the GDPR please contact us on a d m i n @ n m s r e c r u i t . c o m