Service Manager Asset Management

3 weeks ago


Tonbridge amp Mallin Kent, United Kingdom Trooli Full time

Service Activation Manager

Location: Office - Kings Hill, Kent

With an excellent attention to detail, you ensure that no component of the service activation process is overlooked, contributing to flawless execution and outstanding service delivery. Additionally, you have a proven track record in leading a Help Desk team that's capable of answering 99% of calls, ensuring customer issues and complaints are dealt with effectively, and taking mitigation steps to prevent recurrence. Your dedication to providing excellent service to Trooli customers and resolving issues promptly makes you an asset to any team.

You will have overall management for overseeing the delivery of broadband services to our new and existing customers. Manage the end-to-end process and seamless transition of service activation, responding efficiently to customer enquiries and provide a best-in-class customer experience.

Accountable for high quality service activation and helpdesk functions and monitor and support the service delivery to customers, ensuring systems, methodologies and procedures are in place and followed.

Ensure customer activations are scheduled and activated within the KPI deadlines ensuring service desks achievements and reliability issues are resolved in a timely manner.

Proactively identify opportunities for improvement and transformation across Service Activation and Help Desk to maximise value and customer experience.

Working closely with the wholesale customers to understand their business objectives, act as a trusted advisor, and manage the relationship between operations, service activations and the customer.

Acting as a trusted advisor, managing the customer expectations against master SLA agreements, educating customers on Trooli processes and services, negotiating mutually beneficial outcomes, and mitigating potential conflict.

Lead, manage and motive and guide a team to achieve high performance and drive to exceed targets. Identify development and training requirements
Extensive experience in wholesale, B2B telecom services, infrastructure and management including client relationships

A proven history of leading data driven, support focused teams, with diverse capabilities in a fast moving and challenging environment.

Able to analyse diverse and complex sets of data with the aim of driving improvement and efficiency across internal and external delivery teams

Expert knowledge in delivering high performing telecommunications service delivery, network infrastructure and fibre broadband.

Educated to GCSE or equivalent, Math and English

NVQ level in Customer Service (desirable)

Bachelor’s degree telecommunications (desirable)
We offer a dynamic work environment where you can make a significant impact on our growth and services. We also offer competitive salaries, comprehensive benefits, and opportunities for professional development.

We welcome applicants who struggle to apply online to contact for a chat or email us directly to (url removed).



  • Tonbridge & Mallin, Kent, United Kingdom Trooli Full time

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