Service Quality & Escalations Lead in Pencoed

Location: Office-based role, Pencoed, Bridgend, South Wales

Job Type: Full-time / Permanent (Flexible hours between 8am–6pm, core hours 9am–5:30pm)

Who are we

Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small & medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart.

When you join Flotek Group you join our “Purple Army” and become part of a team driven by a set of values that guide our every interaction, both with each other and with our partners. We enjoy a collaborative, fast-paced working environment, where we can expect to learn to be exceptional, earn trust through actions and receive recognition when our work gets a “Wow!”

The role

We are seeking a Service Excellence Manager to champion service quality, and continuously improve the customer experience across all support functions. As the highest-level escalation point for both internal team members and external partners, you will coordinate the rapid resolution of high‑priority issues, leveraging the experience and skill set across the Helpdesk and specialist teams. A key part of this role is ensuring every escalation leads to genuine improvement, not just resolution. You’ll conduct follow-ups, track corrective actions, and develop better processes to prevent repeat issues. You will also take a proactive approach by building strong relationships with partners, gathering direct feedback on service quality, and conducting regular check-ins — including calls and onsite visits to our highest-spend partners — to ensure we are meeting and exceeding expectations.

Key Responsibilities

• Act as the primary point of escalation for major service incidents raised by internal teams and external partners.
• Own high-priority escalations end-to-end, coordinating Helpdesk and technical resources to achieve rapid, high-quality resolution.
• Communicate clearly and professionally with partners and stakeholders during high-impact situations.
• Conduct post‑incident reviews, perform root cause analysis, and ensure corrective actions are implemented and documented.
• Identify trends in escalations, SLAs, partner feedback and ticket data to drive continuous improvement.
• Maintain a high standard of documentation, including escalation notes, corrective actions, and service improvement plans.
• Hold regular service review calls with partners to gather feedback, understand challenges, and highlight areas for improvement.
• Conduct scheduled proactive calls and onsite visits with high-spend partners to strengthen relationships, review service performance, and address emerging concerns before they become escalations.
• Work closely with Helpdesk leadership to ensure processes, behaviours and service levels consistently reflect world‑class standards.
• Mentor and guide team members in escalation management, communication and service excellence best practices.
• Represent the Service Excellence function in cross‑team projects to ensure customer-impact considerations are always central.

What we’re looking for

• Proven background in service delivery, escalation management, or service operations within MSP, IT, telecoms or comms environments.
• Strong technical understanding across IT or comms technologies and the ability to lead technical conversations confidently.
• Excellent communication skills, with the ability to maintain calm, clarity and authority during high-pressure situations.
• Experience in managing customer or partner relationships, ideally including service reviews or account-facing work.
• Strong analytical capability with a proven track record in root cause analysis and process improvement.
• Ability to organise, prioritise and manage multiple high-priority tasks simultaneously.
• Customer-obsessed mindset with a drive to deliver consistent, measurable improvements.
• ITIL Foundation or equivalent service management knowledge.
• Experience in MSP, hosted VoIP, networking, or telecommunications.
• Experience leading or mentoring teams.

Salary of £35,000 – £40,000 per annum (depending on experience).

Inclusive EMI Share Equity Scheme – own a slice of the ‘Purple Pie’.

Birthday day off.

Additional day off for personal life milestones.

“Give Back Day” for supporting a charity of your choice.

Perkbox discounts across shopping, gyms, restaurants and more.

Regular social events and team-building opportunities.

Career growth pathways into senior communications or network engineering.

Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.