At a Glance
- Tasks: Manage service performance and resolve issues for our broadband and connectivity services.
- Company: Join a dynamic telecoms company focused on service excellence.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Fast-paced environment with great 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 Norwich employer: Areti Group | B Corp™
Join a dynamic team in Reading as a Service Assurance Manager, where you will play a crucial role in ensuring the stability and performance of our broadband and connectivity services. We pride ourselves on fostering a collaborative work culture that encourages professional growth and innovation, offering hybrid working options to support a healthy work-life balance. With a focus on employee development and a commitment to excellence, we provide our team with the tools and opportunities needed to thrive in a fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Assurance Manager in Norwich
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out on LinkedIn. You never know who might have the inside scoop on a job opening!
✨Tip Number 2
Prepare for interviews like a pro. Research the company, understand their services, and be ready to discuss how your experience aligns with their needs. Practise common interview questions and think about how you can showcase your troubleshooting skills.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from the interview to show you were engaged and interested.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might just be perfect for you. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace Service Assurance Manager in Norwich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Assurance Manager role. 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. Be specific about your achievements and how they relate to the job description.
Showcase Your Communication Skills:Since strong written communication is key for this role, make sure your application is clear and concise. Use proper grammar and structure to demonstrate your ability to provide operational updates and handle incidents effectively.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
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 examples of how you've successfully diagnosed and resolved faults in the past. Highlight your analytical mindset and ability to identify trends or root causes, as this is crucial for the role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Communication is Key
Since you'll be acting as a point of contact between various teams and stakeholders, practice articulating complex technical information clearly and concisely. Think about how you would update internal teams and customer-facing staff during an incident – clarity and timeliness are essential.
✨Stay Calm Under Pressure
The role involves managing multiple incidents and priorities, so be prepared to discuss how you handle stress and maintain effectiveness in a fast-paced environment. Share specific instances where you've successfully managed high-pressure situations, demonstrating your resilience and organisational skills.
