At a Glance
- Tasks: Manage service performance and resolve issues for our broadband and connectivity services.
- Company: Dynamic telecom company focused on innovation and customer satisfaction.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on teamwork and continuous improvement.
- Why this job: Be the hero who ensures seamless connectivity for customers and drives service improvements.
- Qualifications: Experience in service assurance or technical support, with strong troubleshooting skills.
The predicted salary is between 40000 - 50000 £ per year.
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 Warrington employer: Areti Group | B Corp™
As a Service Assurance Manager in Reading, you will join a dynamic team that prioritises 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 where innovative ideas are encouraged, and employees are empowered to take ownership of their roles. With competitive benefits and opportunities for professional advancement, we offer a rewarding career path for those looking to make a meaningful impact in the telecommunications sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Assurance Manager in Warrington
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to professionals on LinkedIn. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for interviews like a pro! Research the company, understand their services, and think about how your skills in service assurance can make a difference. We recommend practising common interview questions and even doing mock interviews with friends to boost your confidence.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. We suggest mentioning something specific from the interview to remind them of your conversation and reinforce your interest.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we often have exclusive roles listed there that you won’t find anywhere else. So, keep an eye out and get your applications in!
We think you need these skills to ace Service Assurance Manager in Warrington
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 help us improve our customer services. Keep it concise but impactful – we love a good story!
Show Off Your Communication Skills:Since strong written communication is key for this role, make sure your application is clear and well-structured. Use bullet points where necessary and avoid jargon unless it’s relevant. We appreciate clarity and professionalism!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team 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 handled 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 manage multiple priorities effectively.
✨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 provide updates to various stakeholders.
✨Stay Calm Under Pressure
Interviews can be nerve-wracking, but remember that staying calm is key. Think of it as a chance to showcase how you handle high-pressure situations. Share examples from your experience where you remained effective during service outages or major incidents.
