Service Assurance Agent

Location: Dummer, Basingstoke

Permanent, full time

Salary: £28-30k DOE

We make it our mission to understand what you need.

Our client, The Southern Communications Group is a dynamic and fast-paced telecommunications business with nearly 60 years’ experience, with a reputation for excellent customer service and unrivalled career development. Their services combine multiple disciplines where they overlay each with a comprehensive service and high touch customer engagement: Managed IT services, Cyber Security Services, Unified Communications, Networks, Business Mobile and Private Cloud.

Due to their continued growth, SCG are now seeking a Service Assurance Agent to join their Head Office based in Basingstoke, Hampshire. You will triage and support all customers reporting issues and assist in ensuring the efficient working of the in-house Service Assurance team while delivering exceptional customer service to their clients.

Service Assurance Agent, role:

• Managing faults within SLA whilst ensuring regular communication with customers to exceed their expectations
• Collating all fault information to aid quick resolution whilst maintaining a process driven work environment
• Triaging tickets and pass to relevant team for those not resolved by Service Assurance team
• Liaising with Group Networks and other surrounding support teams to drive fault resolution
• Coordinating internal/external resources and enable continuation of the customers service via utilization of value-add products
• Ensuring constant improvement of customer experience and Service Assurance knowledge and maximising efficiency
• Maintaining relationships with key partners, providing a unified service from supplier to client
• Understanding analysis reports and analysis of the team

Service Assurance Agent, the person:

• Previous experience within a similar role and technology background would be beneficial
• Strong customer service skills
• High level of attention to detail and positive can-do attitude
• Problem solver with strong organisation skills
• Ability to work independently and as part of team
• Excellent communication skills, both written and verbal
• IT Literate

Service Assurance Agent, the benefits:

• Competitive Salary
• Day off for your birthday
• Flexible working hours
• On-site canteen offering free breakfast (pastries) and lunch (soup) daily
• 21 days of Annual Leave – rising to 22 days after 3 years and 25 days after 5 years (plus BH)
• Employee Assistance Programme
• Opportunity to work within a great environment and personal development orientated business
• Free onsite parking

Pure Human Resources Limited works in partnership with Southern Communications Limited in providing HR and Recruitment support. No applications from agencies please.