At a Glance
- Tasks: Support and build relationships with our channel partners to ensure their success.
- Company: Join Rydal, a leading telecoms provider focused on partner success.
- Benefits: Enjoy competitive salary, loyalty holidays, wellness days, and clear career progression.
- Other info: Dynamic team environment with opportunities for personal development and growth.
- Why this job: Make a real impact by helping partners thrive in the telecoms industry.
- Qualifications: Experience in partner success or account management, ideally in telecoms.
The predicted salary is between 32000 - 35000 £ per year.
The Partner Support Executive is the day-to-day operational and relationship owner for Rydal's channel partners across our hosted voice and connectivity propositions. This role exists exclusively to make our partners — across our wholesale, dealer and referral partner programmes — successful, profitable and loyal to the Rydal Wholesale platform. Their experience of Rydal Group is directly reflected in the experience their end-customers receive, which makes this role pivotal to both partner retention and the commercial performance of the Wholesale division.
The successful candidate will act as the trusted operational contact, escalation point, commercial enabler and voice of the partner inside Rydal.
Partner Relationship & Experience- Act as the primary day-to-day operational point of contact for an assigned portfolio of wholesale, dealer and referral partners.
- Build deep, trusted relationships with partner principals, technical leads and billing contacts — understanding each partner's business model, end-customer base and growth plans.
- Run a structured cadence of partner reviews covering performance, commercial trading, pipeline and service quality.
- Represent the partner's voice internally — channelling feedback into Product, Provisioning, Billing and Support to drive continuous improvement.
- Monitor live service performance against wholesale SLAs and KPIs.
- Act as the senior escalation point for partner tickets, orders and incidents — owning resolution end-to-end across internal teams.
- Proactively identify at-risk orders, stalled ports, ageing tickets and recurring fault patterns before they become partner-impacting issues.
- Coordinate with carrier and supplier partners where third-party escalation is required.
- Produce and present partner performance packs: ticket volumes and SLA attainment, provisioning and porting performance, MRR and margin trends, product mix, churn indicators and end-customer base growth.
- Provide partners with actionable insight — including base analysis, upsell and cross-sell opportunities and commercial recommendations.
- Support partners in identifying growth opportunities within their own base.
- Own partner onboarding activities post-sign-up, ensuring every new partner is trading confidently and using the platform correctly.
- Monitor open orders, tickets and provisioning queues across wholesale systems on a daily basis and drive them to resolution.
- Coordinate internal tasks and cross-functional workstreams to hit partner deadlines and committed delivery dates.
- Maintain accurate partner records, contacts, agreements and service inventories within Rydal's internal systems.
- Identify process inefficiencies and propose improvements to enhance partner experience and operational scalability.
- Own partner retention within the assigned portfolio, with clear targets for churn reduction and base growth.
- Identify early warning signs of partner disengagement and intervene with a structured remediation plan.
- Drive partner advocacy — turning satisfied partners into references, case studies and introducers for the wider Rydal Wholesale proposition.
- Proven experience in a partner success, channel account management, client experience or service management role.
- Strong commercial awareness and the ability to hold credible conversations about margin, MRR, churn, product mix and base development.
- Confident managing escalations calmly and assertively.
- Excellent organisational, prioritisation and time management skills.
- Strong written and verbal communication skills; able to produce board-ready reports and lead senior-level partner reviews.
- Analytical mindset — comfortable interrogating data to build insight.
- Proficiency in ITSM, CRM, order management and billing platforms.
- Collaborative working style with a track record of driving outcomes through cross-functional teams.
- Strong ISP and hosted VoIP knowledge.
- Experience delivering remote product demonstrations to partners and prospects.
- Understanding of the UK ISDN / PSTN switch-off and the commercial opportunities it creates for channel partners.
- Experience working inside, or selling into, the UK IT reseller and MSP channel.
- Partner-first mindset — genuinely motivated by helping other businesses succeed.
- Calm, credible and commercially minded under pressure.
- Proactive and accountable — closes loops without being chased.
- Curious and insight-driven rather than purely reactive.
- Empathetic communicator with strong stakeholder management instincts.
- Results-focused, with a continuous improvement mentality.
- Reports to: Wholesale Leadership Team
- Location: Rydal Group offices, Huntingdon
- Works closely with: Wholesale Commercial, Provisioning, NOC, Finance / Billing and Product
- Loyalty holiday scheme
- Pension with employer contributions
- Team building days, wellness days and international incentive trips
- Clear personal development pathway within the Rydal Wholesale division
Salary Range: £32-£35k + Bonus dependent on experience.
Customer Service Specialist - Partners in Huntingdon employer: Rydal Group
Rydal Group is an exceptional employer, offering a dynamic work environment in Huntingdon where collaboration and partner success are at the forefront of our mission. With a strong focus on employee growth, we provide clear development pathways, wellness initiatives, and unique benefits such as a loyalty holiday scheme and international incentive trips, ensuring that our team members thrive both personally and professionally. Join us to be part of a culture that values proactive engagement and continuous improvement, making a meaningful impact in the telecoms industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist - Partners in Huntingdon
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Practice your pitch! You never know when you’ll meet someone who could help you land that dream job. Have a quick, engaging summary of your skills and experiences ready to go, so you can impress them on the spot.
✨Tip Number 3
Follow up after interviews or networking chats. A simple thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great way to reinforce those connections we’ve been talking about!
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for passionate individuals to join our team. Keep an eye on our careers page and make sure your application stands out by showcasing how you can contribute to our partner success.
We think you need these skills to ace Customer Service Specialist - Partners in Huntingdon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Specialist role. Highlight your experience in partner success or service management, especially in telecoms or B2B environments. We want to see how your skills align with our needs!
Showcase Your Communication Skills:Since this role involves a lot of relationship building, it's crucial to demonstrate your strong written and verbal communication skills. Use clear, concise language in your application to show us you can produce board-ready reports and lead senior-level reviews.
Highlight Your Analytical Mindset:We love candidates who can dig into data and provide actionable insights. In your application, mention any experience you have with ITSM, CRM, or billing platforms, and how you've used data to drive improvements in partner performance.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can't wait to hear from you!
How to prepare for a job interview at Rydal Group
✨Know Your Partners
Before the interview, research Rydal's partner ecosystem. Understand the different types of partners they work with and their business models. This will help you demonstrate your knowledge and show that you're genuinely interested in helping partners succeed.
✨Showcase Your Communication Skills
As a Customer Service Specialist, strong communication is key. Prepare examples of how you've effectively communicated with partners or clients in the past. Be ready to discuss how you can represent the partner's voice internally and drive improvements based on their feedback.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've managed escalations or resolved issues for partners. Highlight your analytical mindset and how you've used data to identify trends or potential problems before they escalate. This will show your proactive approach to partner success.
✨Prepare for Performance Metrics Discussion
Familiarise yourself with key performance indicators relevant to the role, such as SLA attainment and churn rates. Be prepared to discuss how you would monitor these metrics and use them to provide actionable insights to partners, showcasing your commercial awareness.
