Service Management Associate

Overview

As a Service Management Associate you’ll be responsible for supporting the Service Management team and managing the service relationships with a number of our Business customers. You’ll play a pivotal role in proactively driving the improvement and development of the award-winning service that we deliver to our Business customers. This will involve managing the customers’ service level expectations, monitoring, reporting on and improving service performance on behalf of the customer through relevant [Employer hidden — sign up to reveal] functions.

A key part of the role is also to actively manage high severity customer incidents and problems through to resolution. You’ll act as the customers’ eyes and ears within [Employer hidden — sign up to reveal] and ensuring all parties are regularly updated.

This role is part of a service-focused team and gives a genuine career development opportunity within the growing Service Management function. We are looking for an enthusiastic, motivated individual with a passion to provide an enhanced customer service experience and you’ll have a solid and proven background within a customer facing or service-centric role in an operational/technical capacity preferably gained within the Telecoms / IT Services industry.

Key Responsibilities

• Measure and monitor service performance, including SLA measures, ensuring service reports are produced and delivered to agreed timescales for Service Managed customers.
• Monitor and analyse patterns of service underperformance (Incidents, service delivery failures etc.) identifying opportunities for improvement and service development.
• Support the Service Managers with the facilitation and tracking of service improvement initiatives
• Support the Service Managers to pro-actively drive Service Improvement through the development and implementation of Customer Service Improvement Plans.
• Develop relationships of openness and trust with customers and suppliers to allow a better understanding of their business and a shared understanding of any issues.
• Establish and maintain regular and effective communication with key customer contacts
• Maintain Service documentation that includes service descriptions, SLA details and reporting and service processes.
• Generating and communicating customer facing Incident Reports
• Hold and maintain documents in line with ISO 9001 and 27001 audit requirements
• Production and management of Management Information
• Produce and communicate customer facing communications through liaison with key business functions
• Act as a customer escalation contact for incidents and service issues.
• Be the point of contact for in-life service incidents for internal stakeholders.
• Champion customers’ needs within the organisation and influence and coordinate internal functions as well as Management to resource and resolve customer issues.
• Work with the Account Management function to understand the customer revenue and contribution, and the factors impacting service profitability
• Work closely with and support the Service Managers and Operational Managers to contribute to wider goals of the operational function
• Develop an in-depth understanding of the [Employer hidden — sign up to reveal] divisional product set, services and strategy.
• Keep abreast of latest product, technology and service developments within the industry relevant to the product sets.
• Deal with a variety of incoming queries and escalations in a timely manner – both via email and phone

Skills & Experience

• Solid and proven experience within a customer facing and service centric role in an operational/technical capacity preferably gained within the Telecoms / IT Services industry
• Experience of working within an ITIL disciplined environment (preferably qualified to Foundation level)
• Ability to translate between business requirements and technical requirements/specifications.
• Able to interpret performance measures, analyse data and recommend improvements
• Demonstrable experience of providing a high level of customer care and in-depth knowledge of service level agreements
• Ability to produce and develop Customer Service Documentation
• Experience of coordinating and resolving Incidents
• Excellent interpersonal skills with the ability to communicate effectively with peers, customers and suppliers at all levels
• Able to identify, influence & build relationships with key decision makers internally and externally.
• Confident, assertive and professional in all internal and external dealings with the flexibility to adapt personal style to suite a wide range of objections, situations and stakeholders.
• Strong financial and commercial awareness
• Proven problem-solving skills, with high attention to detail
• Strong understanding of Ethernet and Enterprise networking services
• Excellent time management skills with experience of prioritising own workload
• Proactive attitude and able to work without supervision
• Excellent level of verbal and written communication
• Proficient in Microsoft applications, primarily Word, Excel and data visualisation tools like Lucidchart.
• A strong team player
• Enthusiastic about technology and demonstrate a willingness to learn, adopt, and effectively apply AI‑powered tools and technologies to enhance productivity, decision‑making, and overall performance in the role.
• Flexible approach to work as although this is primarily an Office based role, there will be occasional requirements to visit customer sites and/or work outside of core business hours.

Benefits

• 2 x Life Assurance Cover, with option to flex upwards
• 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
• Access to private Medical Healthcare and a Healthcare Cash Plan
• An extra day off for your birthday
• Car salary sacrifice scheme
• Continuous learning and development
• Discounted Mobile plans
• Flexible and Hybrid working
• Free onsite parking
• Internal coaching and mentoring opportunities
• Onsite Contemplation and Prayer room
• Onsite Electric Car Charging points
• Optional flexible critical illness cover
• People-friendly policies
• Recognition awards where we celebrate the most awesome people
• Retail discounts
• Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
• Six monthly salary reviews
• Subsidised Nursery fees
• Subsidised Onsite Restaurant
• Superfast Free Reliable Broadband
• Travel Loan and Ride2Work Schemes
• Two days’ paid leave per year for voluntary work

About [Employer hidden — sign up to reveal]

At [Employer hidden — sign up to reveal], we’re redefining what it means to be a business, not just through what we do, but how we do it. We believe there’s a better way of doing business.

As the UK’s largest independently owned telecommunications and technology provider, we put people and planet before profit. We’re here for the long term, never for sale and driven by our purpose: Do right for people and planet. Being a certified B Corp is just one way we demonstrate our commitment to social and environmental responsibility. From award-winning services and industry-leading customer support to our focus on sustainability and community. Everything we do is guided by our core values, and yours.

At [Employer hidden — sign up to reveal], we know that our strength lies in our people. That’s why we celebrate individuality and diversity, creating a workplace where everyone belongs. We bring together our [Employer hidden — sign up to reveal] values and personal values to build a supportive, open, and inclusive environment. Together, we grow, both as professionals and as people. We’re proud to be recognised as a Great Place to Work across multiple categories: Large Organisation, Wellbeing, Women, Development, and Technology, a reflection of the inclusive, empowering, and future-focused culture we’ve created.

We’re ambitious. We embrace innovation and welcome change. We challenge ourselves to think differently, improve constantly, and lead by example. We see every challenge is an opportunity. Every voice matters. And every success fuels a much bigger purpose.

So, if you're looking for a job where your values matter, where you can help build a future where business is a force for good, join us and help make a difference. Whether you're just starting out or bringing years of experience, your work at [Employer hidden — sign up to reveal] will have real impact on our people, customers, communities, and the planet.

Contact

For inquiries, call [contact hidden] or email [Employer hidden — sign up to reveal]. Alternatively, visit our careers page.