Location: Basingstoke
Department: Service Assurance
The Business
SCG is a dynamic and fast-paced telecommunications business with nearly 60 years’ experience, known for excellent customer service and unrivalled career development.
Each customer is at the heart of our business, where we strive to design, deliver, and support the very best solutions to underpin their business and daily operations, all supported by our in-house industry-leading technical specialists.
Our services combine the multiple disciplines below, where we overlay each with comprehensive service and high-touch account management:
1. Hosted IP Telephony
2. Data Connectivity
3. Business Mobile
4. Managed IT Services
5. Cyber Security
The Team
You will join a Service Assurance Team where comprehensive training and support will be provided. You will be working alongside a focused and driven team keen to enable your success.
The Purpose
To triage and support all customers reporting issues, assisting in ensuring the efficient working of the in-house Service Assurance team while delivering exceptional customer service to our clients.
The Role
1. You will understand and work to resolve faults within SLA whilst ensuring regular communication with customers to exceed their expectations.
2. You will collate all fault information to aid quick resolution whilst maintaining a process-driven work environment.
3. Accurately triage tickets and pass to the relevant team for those not resolved by the Service Assurance team.
4. You will liaise with Group Networks and other surrounding support teams to drive fault resolution.
5. You will co-ordinate internal/external resources and enable continuation of the customer's service via utilization of value-add products.
Key Responsibilities
1. Ensure all faults are dealt with efficiently and that the fault is triaged, reported, and resolved within SLA.
2. Ensure constant improvement of customer experience and service assurance knowledge.
3. Maximize efficiency.
Key Tasks
1. Maintain relationships with key partners, ensuring we provide a unified service from supplier to client.
2. Develop, implement, and maintain procedures of best practices and standards.
3. Understand analysis reports and analysis of the team.
4. Identify your own training requirements.
Skills and Experience
1. Positive can-do attitude.
2. Proven problem-solving attitude.
3. Excellent communication skills, both written and verbal.
4. Strong customer service skills.
5. High level of attention to detail.
6. Strong organizational and decision-making skills.
7. Ability to work independently and as part of a team.
8. Interest in technology and innovation.
9. IT literate.
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