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- Tasks: Lead a team of Service Desk Analysts and ensure top-notch service delivery.
- Company: Join Freedom Fibre, a dynamic company focused on customer satisfaction.
- Benefits: Competitive salary, training opportunities, and a supportive work environment.
- Why this job: Make a real impact by enhancing service quality and team performance.
- Qualifications: Experience in service desk environments and strong leadership skills.
- Other info: Embrace continuous improvement and enjoy excellent career growth prospects.
The predicted salary is between 36000 - 60000 £ per year.
Main purpose of job: As Service Assurance Team Leader you will be responsible for leading a team of Service Desk Analysts through all aspects of operational activities and service obligations to our wholesale partners. You will own and develop the team’s training and risk management plans incorporating ongoing coaching & development across all team members. The Service Assurance Team Leader will be responsible for daily reporting on workflow performance and service issues while coordinating a weekly resource plan to maintain service levels.
Key Result Areas:
- Providing Service Desk Analysts with day to day support across all Service Operations queries and operational tasks, ensuring process adherence.
- Ensure all tasks are allocated to an owner and worked/completed within agreed OLAs or SLAs.
- Support the Service Desk with all daily activities acting as supportive resource to manage workflow peaks to safeguard operational KPI’s and SLA’s.
- Collaborate with Service Ops Jeopardy Lead to drive technical support between Service Operations, field engineer resource and Network/NOC specialists.
- Own and maintain Service Ops training matrix for new and existing team members to maximise capability within the team ensuring process adherence.
- Act as the voice of the customer to drive customer centric interactions which drive CSAT and service levels.
- Conduct quality assurance checks to ensure service quality and identify coaching needs in line with the Service Ops Training and Skill Matrix.
- Monitor all contact channels to ensure daily delivery of call SLAs and PCA levels.
- Track and monitor performance across ‘on the day’ issues that would otherwise prevent successful completion of tasks while working in close collaboration with Service Operations Jeopardy Lead.
- Support and coach Service Desk Analysts to efficiently and accurately manage service incidents/escalations and service assurance tasks to a successful outcome in a professional and timely manner.
- Own and manage Wholesale and General Public complaints from the initial contact through to a positive resolution in-line with Freedom Fibre KPI’s and values.
- Embracing continuous improvement (CI) supporting the organisation with installation problem solving.
- Being part of an on-call rota providing industry leading emergency response for network/customer issues/faults should and when required.
Personal Spec
Essential:
- Relevant experience
- Experienced at working within a service desk environment
- Excellent understanding of network provisioning
- Incident/Change Management
- Problem Solving
- Good working knowledge of Microsoft Office packages including Word, Excel and PowerPoint
- Experience and knowledge of FTTP installations.
- Knowledge of PIA – duct and/or pole installations which will help with successful activations
- Knowledge of the OR Network
Aptitude, skills and abilities:
- Experience supervising a team of Service Desk Analysts
- Focused on Coaching and Developing
- Creating a culture of continuous improvement across the Service Desk community in terms of skills and knowledge
- Professional at all times
- The ability to work under pressure
Personal attributes:
- Customer driven
- Team player
- People skills
- Motivated
- Willing to get involved and be hands on when needed
Desirable:
- Qualifications: ITIL foundation certification
Service Assurance Team Leader Irlam · employer: Freedom Fibre Limited.
Contact Detail:
Freedom Fibre Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Assurance Team Leader Irlam ·
✨Tip Number 1
Get to know the company inside out! Research Freedom Fibre, their values, and what they stand for. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Service Assurance Team Leader. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It keeps you fresh in their minds and shows your enthusiasm for the role.
We think you need these skills to ace Service Assurance Team Leader Irlam ·
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Assurance Team Leader role. Highlight your experience in service desk environments and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Leadership Skills: As a Team Leader, your ability to coach and develop others is key. Use your application to demonstrate your experience in leading teams, managing workflows, and driving continuous improvement. We love seeing examples of how you've made a difference!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to your achievements and experiences.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Freedom Fibre!
How to prepare for a job interview at Freedom Fibre Limited.
✨Know Your Stuff
Make sure you brush up on your knowledge of service desk operations and network provisioning. Familiarise yourself with incident and change management processes, as well as FTTP installations. This will show that you're not just a candidate, but someone who understands the role inside out.
✨Showcase Your Leadership Skills
As a Service Assurance Team Leader, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've coached team members in the past or how you've created a culture of continuous improvement. This will highlight your suitability for the role.
✨Be Customer-Centric
Since the role involves acting as the voice of the customer, think about how you can convey your commitment to customer satisfaction. Share experiences where you've successfully resolved complaints or improved service levels, showing that you prioritise the customer experience.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to manage workflow peaks. Think of specific scenarios where you've had to handle service incidents or escalations effectively. This will help you demonstrate your practical skills and readiness for the challenges of the role.
