At a Glance
- Tasks: Manage service performance and resolve issues for our broadband and connectivity services.
- Company: Join a dynamic telecom company focused on service excellence.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Fast-paced environment with potential for career advancement.
- Why this job: Be the key player in ensuring customer satisfaction and service reliability.
- Qualifications: Experience in service assurance and strong troubleshooting skills required.
The predicted salary is between 40000 - 50000 £ per year.
Location: Reading (Hybrid)
About the Role
We are looking for a proactive and technically capable Service Assurance & Support Coordinator to take ownership of in-life service performance across our subscriber base. This role is focused on service assurance, fault coordination, incident management, and operational support, ensuring that customer services remain stable, issues are identified and resolved quickly, and service-impacting incidents are managed effectively from diagnosis through to resolution.
- Take ownership of in-life service assurance across broadband and connectivity services
- Manage and progress faults, incidents, and service-impacting issues through to resolution
- Act as the operational point of contact between internal teams, wholesale partners, network providers, and suppliers
- Monitor service performance and identify trends, recurring issues, and service degradation
- Coordinate troubleshooting, diagnostics, and escalation activity across multiple stakeholders
- Ensure faults are logged, progressed, and resolved within agreed service levels
- Provide clear and timely updates to internal stakeholders and customer-facing teams on service status, risks, and incident progress
- Support major incident management and help coordinate communications during service outages or high-priority events
- Investigate root causes of repeat issues and work with wider teams to drive corrective actions and service improvements
- Assist with early life support and operational handover from delivery into business-as-usual support
- Maintain accurate records across fault tickets, incident logs, and service updates
- Contribute to process improvement across assurance, escalation, and support workflows
What You’ll Need to Succeed
Essential Skills & Experience
- Strong experience in service assurance, technical support, fault management, or telecoms operations
- Advanced understanding of broadband and connectivity services including FTTP, Ethernet, Leased Line, and VoIP
- Strong troubleshooting and diagnostic skills across connectivity and network-related services
- Good understanding of incident management, fault progression, and service restoration processes
- Solid grounding in Layer 2 and Layer 3 networking concepts
- Experience managing suppliers, carriers, or wholesale partners in an operational environment
- Excellent organisational skills with the ability to manage multiple faults, incidents, and priorities at once
- Strong written and verbal communication skills, particularly around operational updates and incident handling
- Analytical mindset with the ability to identify trends, root causes, and improvement opportunities
- Ability to remain calm and effective under pressure in a fast-paced support environment
Desirable
- Experience in a telecommunications, ISP, connectivity, or wholesale broadband business
- Knowledge of OSS/BSS systems, ticketing tools, and service monitoring platforms
- Understanding of SLA management and service performance reporting
- ITIL, CCNA, or equivalent industry experience
- Experience supporting major incidents or working in a service operations / NOC-style environment
Service Assurance Manager in Edinburgh employer: Areti Group | B Corp™
Join a dynamic and innovative team as a Service Assurance Manager in Reading, where we prioritise employee growth and development within a supportive hybrid work culture. Our commitment to service excellence is matched by our dedication to fostering a collaborative environment, offering competitive benefits, and providing opportunities for professional advancement in the fast-paced telecommunications sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Assurance Manager in Edinburgh
✨Tip Number 1
Network, network, network! Get out there and connect with people in the telecoms industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on a job opening!
✨Tip Number 2
Prepare for interviews by brushing up on your technical knowledge and incident management skills. Be ready to discuss real-life scenarios where you’ve successfully managed service assurance or resolved faults. Show them you’re the go-to person for keeping services running smoothly!
✨Tip Number 3
Don’t just apply for jobs; follow up! After submitting your application through our website, drop a quick email to the hiring manager expressing your enthusiasm. It shows initiative and keeps you on their radar.
✨Tip Number 4
Stay organised during your job search. Keep track of the roles you’ve applied for, the contacts you’ve made, and any follow-ups needed. This will help you manage your time effectively and ensure you don’t miss any opportunities!
We think you need these skills to ace Service Assurance Manager in Edinburgh
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Assurance Manager. Highlight your experience in service assurance, fault management, and any relevant technical skills. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about service assurance and how your skills can benefit us at StudySmarter. Keep it concise but impactful – we love a good story!
Show Off Your Communication Skills:Since this role involves a lot of communication, make sure your application reflects your strong written skills. Use clear language and structure your thoughts well. We want to see that you can keep everyone in the loop effectively!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Areti Group | B Corp™
✨Know Your Stuff
Make sure you brush up on your knowledge of broadband and connectivity services, especially FTTP, Ethernet, and VoIP. Being able to discuss these topics confidently will show that you're technically capable and ready to take ownership of service assurance.
✨Showcase Your Troubleshooting Skills
Prepare to share specific examples of how you've managed faults and incidents in the past. Think about times when you identified root causes or improved processes. This will demonstrate your analytical mindset and ability to handle pressure.
✨Communicate Clearly
Since strong communication skills are essential for this role, practice articulating your thoughts clearly and concisely. Be ready to explain complex technical issues in a way that anyone can understand, as you'll need to keep stakeholders updated on service status and incident progress.
✨Understand the Bigger Picture
Familiarise yourself with the company's operational environment and how service assurance fits into it. Knowing how to manage relationships with suppliers and partners will be crucial, so think about how you can contribute to process improvements and overall service performance.
