Service Assurance Agent

3 weeks ago

Basingstoke, United Kingdom Southern Communications Group Full time

**Purpose**

To triage and support all customers reporting issues, to assist in ensuring the efficient working of the inhouse Service Assurance team while delivering exceptional customer service to our clients.

**Job Objective**
- To ensure we are regularly communicating with clients while exceeding their expectations.
- Maintaining a process driven work environment.
- Collating and communicating fault information to ensure quick resolution
- Enabling continuation of service via utilisation of value-add products
- Understanding and resolving faults within SLA
- Accurately triaging all tickets and passing to relevant support team for those not resolved by Service Assurance
- Co-ordination of internal and external resource
- Liaising with Group Networks and other surrounding support teams on faults/assurance

**Skills and Competencies Required**
- Positive can-do attitude
- Strong customer service skills
- Strong communication skills
- Comprehensive industry knowledge
- Great attention to detail
- IT Literate
- Decision making skills
- Proven problem-solving attitude
- Ability to coach others.
- Experience working in a problem solving environment
- Interest in Technology and Innovation

**Key Tasks**
- Ensure all faults are dealt with efficiently and that the fault is triaged, reported and resolved within SLA.
- Maximise efficiency
- Monitor issues to define patterns and work to lessen these recurring issues.
- Ensure constant improvement of customer experience and Service Assurance knowledge.
- Manage process for communicating service affecting issues to the organisation and our clients

**Duties shall include but not be limited to the following**
- 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
- Please note applicants would need to be a driver with access to a car due to the remote location of the offices. There is no public transport._

**Job Types**: Full-time, Permanent

**Benefits**:

- Additional leave
- Canteen
- Company events
- Company pension
- Discounted or free food
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Day shift
- Monday to Friday
- Overtime

Supplemental pay types:

- Bonus scheme

Work Location: In person

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