Service Assurance Manager

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As our Service Assurance Manager, the role will be responsible for leading and developing our Service Desk Technical Support Analysts. You will oversee and co-ordinate all assurance and improvement activities to ensure service operations meets its Service Level Agreements.

We want someone who is able to create a great team environment for the team. Which will be both friendly but hard working.

Responsibilities include:

• Manage FTTP Technical Support Analysts and oversee Service Desk activities.
• Ensure all support groups are performing to the expected standards and liaise with internal departments / suppliers to ensure swift resolution of a provisioning or assurance activities.
• Identify, escalate and resolve any provisioning or early life process issues along with ensuring the management are kept informed along with regular progress updates to the Communications Provider (CP).
• Able to report trends and potential incidents to management.
• Ensure all provisioning and assurance processes are used efficiently and accurately to reduce delays and customer dissatisfaction.
• Support on boarding of additional ISP’s and identifying additional support requirement and escalations associated with managing multiple customers. Including quality, service, capability, training etc.
• Own day to day issues impacting efficiency of the provisioning/ fault management process, including escalation and complaint management.
• Support management with development by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience.
• Support Service Delivery in monthly service reviews and providing reporting to support customer needs.

The successful candidate will have:

• Good communication, organisation and team working skills.
• Customer focused with a professional outward attitude.
• Be able to communicate effectively and professionally with internal and external clients.
• Time Management. The ability to manage time and prioritize tasks.
• High level of accuracy on manual data tasks
• Can do attitude, focussed and ability to work independently in line with our service guarantees.

Experience & Qualifications

• Working within Telecoms, specifically Fibre related products
• Customer Services Training/Experience
• Team Management Experience
• Working within a Service Support Environment
• Experience of Service Desk applications

Company information

At First Recruitment Group we understand just how important it is to secure the right people. That’s why our consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. If you would like more information please contact Jack Challinor.

Sector: Commercial, Admin & Office Support

"The First team are highly experienced and knowledgeable across the recruitment spectrum and operate in the manner you would expect of a professional outfit of their stature. Their attention to detail and approach is faultless and their commitment and drive has helped our business with unique, complex and difficult recruitment requirements.

"Sarah, our Account Manager, is an incisive thinker as well as hardworking, diligent and reliable and has an extremely helpful and flexible approach to her work. This reflects in her team and with their ability to communicate at all levels in an honest and trusted consultative manner and gives us great faith in their ability to identify candidates who can help us to drive forward and achieve our business goals.

"I have no hesitation in recommending First as a recruitment partner and feel they would be worthy of selection for any engineering or manufacturing business looking for an intelligent and innovative solution."

Nuvia

“There is nothing negative about the service that we’ve received from First. Without fail they have produced positive feedback. The fact that they have placed a diverse range of skills from PA's to Engineers, just goes to show that they have the core skills, intelligence, and initiative that make them great recruiters, and preferred partners.”

Multi-Sector Client

"It’s great to work with a recruitment agency we trust. The team at First Recruitment Group are friendly and straight talking and they continue to provide an excellent service. We’re proud to still be working with them after 20 years."

“We have required anumber of Quality Assurance/Quality Control candidates within the NuclearIndustry. Since early 2016 First Recruitment Group have provided a number ofQA/QC professionals in locations across the UK.

“We have been verypleased with both the quality of supply and the customer service demonstratedand will continue to use their professional services in the future.”

“I have worked with First Recruitment Group as my partner ofchoice across a number of large and challenging Oil & Gas projectsinternationally over recent years.

“First are a high performing business who are built oncredibility, honesty, expertise.

“As we push the frontiers of projects and move in to moreand more challenging and locations, First will continue to be my partner ofchoice to help us deliver our projects with confidence.”

TechnipFMC

"I have had the pleasure of working with First Recruitment Group over recent years and we have formed a great working relationship. Their understanding of our exacting requirements is outstanding.

"The First team are highly experienced and knowledgeable across the recruitment spectrum and operate in the manner you would expect of a professional outfit of their stature. Their attention to detail and approach is faultless and their commitment and drive has helped our business with unique, complex and difficult recruitment requirements.

"Sarah, our Account Manager, is an incisive thinker as well as hardworking, diligent and reliable and has an extremely helpful and flexible approach to her work. This reflects in her team and with their ability to communicate at all levels in an honest and trusted consultative manner and gives us great faith in their ability to identify candidates who can help us to drive forward and achieve our business goals.

"I have no hesitation in recommending First as a recruitment partner and feel they would be worthy of selection for any engineering or manufacturing business looking for an intelligent and innovative solution."

Nuvia

“There is nothing negative about the service that we’ve received from First. Without fail they have produced positive feedback. The fact that they have placed a diverse range of skills from PA's to Engineers, just goes to show that they have the core skills, intelligence, and initiative that make them great recruiters, and preferred partners.”

Multi-Sector Client

"It’s great to work with a recruitment agency we trust. The team at First Recruitment Group are friendly and straight talking and they continue to provide an excellent service. We’re proud to still be working with them after 20 years."

“We have required anumber of Quality Assurance/Quality Control candidates within the NuclearIndustry. Since early 2016 First Recruitment Group have provided a number ofQA/QC professionals in locations across the UK.

“We have been verypleased with both the quality of supply and the customer service demonstratedand will continue to use their professional services in the future.”

“I have worked with First Recruitment Group as my partner ofchoice across a number of large and challenging Oil & Gas projectsinternationally over recent years.

“First are a high performing business who are built oncredibility, honesty, expertise.

“As we push the frontiers of projects and move in to moreand more challenging and locations, First will continue to be my partner ofchoice to help us deliver our projects with confidence.”

TechnipFMC

"I have had the pleasure of working with First Recruitment Group over recent years and we have formed a great working relationship. Their understanding of our exacting requirements is outstanding.

"The First team are highly experienced and knowledgeable across the recruitment spectrum and operate in the manner you would expect of a professional outfit of their stature. Their attention to detail and approach is faultless and their commitment and drive has helped our business with unique, complex and difficult recruitment requirements.

"Sarah, our Account Manager, is an incisive thinker as well as hardworking, diligent and reliable and has an extremely helpful and flexible approach to her work. This reflects in her team and with their ability to communicate at all levels in an honest and trusted consultative manner and gives us great faith in their ability to identify candidates who can help us to drive forward and achieve our business goals.

"I have no hesitation in recommending First as a recruitment partner and feel they would be worthy of selection for any engineering or manufacturing business looking for an intelligent and innovative solution."

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