At a Glance
- Tasks: Manage service performance and resolve issues for our broadband and connectivity services.
- Company: Dynamic telecom company focused on service excellence and innovation.
- 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 customer services run smoothly and efficiently.
- Qualifications: Experience in service assurance or technical support, with strong troubleshooting skills.
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 CorpTM
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 strive to create a meaningful and rewarding workplace for all our staff.
StudySmarter Expert Advice🤫
We think this is how you could land Service Assurance Manager in Reading
✨Get Chummy with Industry Events
Dive into telecommunications networking conferences and expos. These are golden opportunities to meet potential employers like Areti Group | B CorpTM and learn about open positions directly from their teams. Keep an eye out for workshops or panels – they’re perfect for showcasing your passion and expertise!
✨Join Networking Communities
Find online forums or local meetups that focus on telecommunications and networking. Sites like LinkedIn Groups or Reddit communities can be great for connecting with professionals in the field. Just remember to participate in discussions – you never know when someone might mention job openings at places like Areti Group | B CorpTM.
✨Showcase Your Skills with Personal Projects
If you’ve got any personal projects or contributions to open-source networking tools, flaunt them! Create a portfolio that showcases your skills relevant to what telecommunication companies are looking for. It’s a great conversation starter during interviews and networking chats.
✨Utilise Online Job Boards Wisely
While we’re all about encouraging you to apply through our website, also keep an eye on job boards specific to tech and telecommunication roles. Websites such as Telecommunication Jobs and TechCareers often list full-time roles that may not appear elsewhere. Just be sure to tailor every application to grab attention – even small tweaks can make a big difference!
We think you need these skills to ace Service Assurance Manager in Reading
Some tips for your application 🫡
Show Off Your Technical Know-How:When you're applying for a role in telecommunications and networking, it’s crucial to highlight your technical skills. Mention specific technologies you're proficient in, like IP networking, VoIP, or security protocols. Be sure your CV includes any relevant certifications such as CCNA or CompTIA Network+; they really show you've got the chops for the job.
Tailor Your Experience to Match Networking Projects:In your CV and cover letter, don’t just list your past jobs—showcase specific projects that align with the role! If you've worked on network design, implementation, or troubleshooting, weave those experiences in and highlight metrics to demonstrate your impact. This paints a vivid picture of how you'd fit into the role at Areti Group | B CorpTM.
Show Enthusiasm for the Industry:With telecommunications evolving rapidly, it’s important to express your passion for the field in your application. Mention any trends or innovations you've been following that excite you and how they'd influence your work. This can really set you apart and show that you're not just after a job, but a career!
Keep It Clean and Professional:While it’s important to be personable, ensure your application maintains a clean and structured format. Use clear headings and bullet points to make it easy for hiring managers to dig into your skills and experience. Remember, you’re applying for a full-time role, so a well-organised application will signal your seriousness about the position at Areti Group | B CorpTM.
How to prepare for a job interview at Areti Group | B CorpTM
✨Brush Up on Networking Protocols
Make sure you’re up to speed with the key networking protocols like TCP/IP, UDP, and perhaps even MPLS if it's relevant. We can expect technical questions about how these protocols function and the problems they solve, so a solid understanding will help you shine.
✨Showcase Your Projects
Got a portfolio? Bring it along! Highlight any relevant projects where you've designed or managed network systems. This is your chance to demonstrate practical experience; employers love to see how your skills can be applied in real-world scenarios.
✨Get Comfortable with Technical Scenarios
You might be faced with a case study or a technical troubleshooting scenario during the interview. Practise responding to common networking issues—like packet loss or latency problems. Thinking through these scenarios will help us sound confident and competent in our responses.
✨Emphasise Team Collaboration Skills
In the telecommunications field, teamwork is key! Make sure to share examples of how you’ve worked collaboratively, whether in past jobs or projects at uni. Employers want to see that you’re not just technically savvy, but also great at working within a team setting.
