You will be responsible for the identification and ownership of potential and actual issues with the delivery and performance of retail and wholesale services, taking action and leading resolution across internal Gigaclear teams. You will also provide timely and effective communications and management of internal customers and stakeholders, and 3rd party wholesale support teams.
You will also identify and implement improvements across the service lifecycle to deliver continuous improvement and service excellence to our customers.
Key Accountability & Responsibilities
Proactively identify and manage issues threatening or impacting service performance in assurance and delivery, and take ownership and action to resolve through to closure.
Manage reactive reports of issues that threaten or impact service performance in assurance and delivery, providing regular updates to internal teams and stakeholders on progress.
Take ownership of identified issues, understanding their full history and impact, and lead the timely resolution of issues to improve SLA performance and customer satisfaction.
Provide timely, factual, and useful updates to Gigaclear customer-facing teams, senior leaders, and 3rd party wholesale support teams, displaying accountability and a passion for service excellence.
Create and review reports and management information to provide accurate and factual data about service performance.
Carry out analysis to identify trends, root cause and improvement actions and plans to drive continuous improvement within Service Operations and the wider Gigaclear teams.
Track and manage activities, actions, and plans to deliver and realise the benefits to the business of identified improvements.
Coordinate the development and implementation of processes, workflows and efficiencies.
Document policy, processes, and work instructions as well as other relevant information to support day-to-day work, as well as training and development for Gigaclear teams.
Assist the Service Managers with any issues and provide cover for colleagues as required.
Train new colleagues in the execution of administrative, diagnostic and problem-solving activities.
Knowledge & Skills
ITSM/ITIL Certification at Foundation level and/or equivalent experience as support agent or administrator within a technology company serving retail customers.
Good knowledge of telecoms broadband and VOIP products and relevant operating processes and tools.
Excellent customer management and communications skills, demonstrating a passion for service management excellence.
Continuous improvement and growth mindset, showing clear evidence of improvements identified, implemented and introduced in teams and personal development.
Solid analytical skills, able to interpret data, place it within a wider business or process context, and derive meaningful insights from it.
Excellent written and verbal communication. Able to present data and summarise technical information for a non-technical audience.
A problem solver, able to find effective solutions problems, and able to adapt and modify solutions based on changing requirements.
Able to prioritise and multi-task effectively, handling competing demands on time and staying focussed under pressure.
An experienced collaborator, able to work with technical experts and non-technical users to deliver business outcomes.
Showing a can-do positive attitude and actively helping to resolve issues.
Education & Qualifications
ITSM/ITIL Certification at Foundation level
Staff rewards, benefits and opportunities
We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
Generous employer pension; up to 8% matched contribution
Income protection & life assurance
25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
Unlimited access to online training and development content via our Learning Management System
Long service benefits and monthly employee recognition
Enhanced maternity and paternity provisions
Flexible working environment
Health & Wellbeing initiatives and company funded social events
Our approach is to work guided by our mission, vision and values.
Our Mission - Empowering communities with brilliant broadband
Our Vision - Connected Communities
Our Values - Own it, Find the Right Way, Work Together, Win Together
Salary description
£28000.00 - £32000.00 per year