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 Reading 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 Reading
✨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
When you get an interview, don’t just talk about your experience—ask questions too! Inquire about their service performance metrics and how they handle major incidents. This shows you’re genuinely interested and helps you assess if it’s the right fit for you.
✨Tip Number 4
Finally, 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. Let’s get you that Service Assurance Manager role!
We think you need these skills to ace Service Assurance Manager in Reading
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 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.
