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Service Assurance Supervisor (2nd Line Support)
Basingstoke - On Site
£34k - £36k
The Business
We are a dynamic and fast paced telecommunications business with nearly 60 years’ experience with a reputation for excellent customer service and unrivalled career development.
Each customer is at the heart of our business where we strive to design, deliver and support the very best solutions to underpin their business and daily operations, all supported by our in-house industry leading technical specialists.
Our services combine the multiple disciplines below where we overlay each with comprehensive service and high-touch account management.
- Hosted IP Telephony
- Data Connectivity
- Business Mobile
- Managed IT Services
- Cyber Security
The Team
You will join a Service Assurance Team where comprehensive training and support will be provided, where you will be working alongside a focused and driven team keen to enable your success.
The Purpose
To triage and support all customers reporting issues, to assist in ensuring the efficient working of the in-house Service Assurance team while delivering exceptional customer service to our clients.
The Role
- Assist Service Manager in driving the Service Assurance Team forward providing advice and guidance to team where possible.
- Be available as an escalation point for Team Members to assist with customer conflicts, supplier escalations and work with other internal teams to proactively align required resource to aid resolution.
- Working collaboratively with the Service Manager to design and implement effective reporting to accurately reflect team performance to include attending internal project meetings where necessary.
- Help ensure there is adequate resource cover in the Service Assurance Team across all shifts in addition to maintaining an up-to-date Team Rota
Key Responsibilities
- Ensure all faults are dealt with efficiently and that the fault is triaged, reported and resolved within SLA.
- Ensure constant improvement of customer experience and Service Assurance knowledge
- Monitor issues to define patterns and work to lessen these recurring issues.
- Manage process for communicating service affecting issues to the organisation and our clients.
- Maximise efficiency.
Key Tasks
- Maintain relationships with key partners, ensuring we provide a unified service from supplier to client.
- Develop, implement and maintain procedures of best practices and standards.
- Understand analysis reports and analysis of the team
- Identify own training requirements.
- Ensure all MI is updated
Skills & Experience
- Positive can-do attitude
- Proven problem-solving attitude
- Excellent communication skills, both written and verbal
- Strong customer service skills
- High level of attention to detail
- Strong organisational and decision-making skills
- Ability to work independently and as part of a team
- Interest in Technology & Innovation
- IT Literate
