Service Assurance Coordinator

Service Assurance Coordinator


JOB TITLE: Service Assurance Coordinator
DEPARTMENT:  Support Services
FUNCTION: Operations
LOCATION: Aldridge

Job Purpose Statement:

To deliver a quality initial experience and issue ownership for our in-life customers working across Service Assurance functions. The role will be based in the Aldridge location working a 37.5 hour week shift between Monday and Friday 08:00 to 18:30 on a rotating basis. 
The shifts are 08:00 – 16:30, 09:00– 17:30 and 10:00 – 18:30.

Job Accountabilities:

Call and email answer within SLA

  • 95% of all calls answered within 30 seconds
  • Emails answered in a maximum of 2 hours

Ticket logging and classification on Kingfisher

  • Ensure the accuracy of all tickets logged to ensure appropriate engineer allocation at the next stage of the process
  • Ensure that the tickets have the correct urgency applied based on the business impact of the fault
  • Ensure that all information is captured within the ticket

Proactive updates to customers

  • If a customer has requested an update ensure that this is delivered back in a timely manner
  • If owning a ticket ensure that regular update is provided

Resolution and ownership of tasks

  • Completion of low complexity tasks – handset replacements, toner orders, web tasks, cordless handset faults and registrations

Queue management

  • Management of tickets being logged out to 3rd parties and to carrier partners
  • Management of tickets needing internal intervention – incident; problem and change

Planned maintenance

  • Preparation and distribution of planned maintenance notifications

Escalation level 1

  • Provide an appropriate update to the customer and prepare for handover to your line manager should a level 2 escalation be required

Mobile service requests

  • Undertake first line mobile service tasks such as SIM swaps, bolt-ons etc.

Key Challenges:

  • This is an extremely busy role, ability to prioritise multiple tasks and respond under pressure is a must.
  • This role requires good working relationships across multiple business areas – establishing these quickly will stand any newcomer to the role in good stead.

Specific Job Knowledge, Skills and Experience:

Skills and Aptitudes

  • A self-starter, someone who can work using their own initiative
  • An ability to work in a busy environment
  • A great communicator over the phone
  • Passionate about customer service

Job knowledge

  • Customer service experience is a must
    Awareness of technology / comms / network services


  • Experience of working on a busy IT/Comms Service Desk
  • An understanding of ITIL would be desirable

To apply, please send your CV to