Service Assurance Agent

Basingstoke, England, United Kingdom

1/10/2025

Location: Basingstoke

Department: Service Assurance

The Business

SCG is a dynamic and fast paced telecommunications business with nearly 60 years’ experience with a reputation 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.

• Hosted IP Telephony
• Data Connectivity
• Business Mobile
• Managed IT Services
• Cyber Security
  
  

The Team

You will join a Service Assurance Team where comprehensive training and support will be provided, where 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, to assist in ensuring the efficient working of the in-house Service Assurance team while delivering exceptional customer service to our clients.

The Role

• You will understand and work to resolve faults within SLA whilst ensuring regular communication with customers to exceed their expectations.
• You will collate all fault information to aid quick resolution whilst maintaining a process driven work environment.
• Accurately triage tickets and pass to relevant team for those not resolved by Service Assurance team.
• You will liaise with Group Networks and other surrounding support teams to drive fault resolution.
• You will co-ordinate internal/external resource and enable continuation of the customers service via utilisation of value-add products.
  
  

Key Responsibilities

• Ensure all faults are dealt with efficiently and that the fault is triaged, reported and resolved within SLA.
• Ensure constant improvement of customer experience and service assurance knowledge.
• Maximise efficiency.
  
  

Key Tasks

• Maintain relationships with key partners, ensuring we provide a unified service from supplier to client.
• Develop, implement and maintain procedures of best practices and standards.
• Understand analysis reports and analysis of the team.
• Identify own training requirements.
  
  

Skills And Experience

• Positive can-do attitude.
• Proven problem solving attitude.
• Excellent communication skills, both written and verbal.
• Strong customer service skills.
• High level of attention to detail.
• Strong organisational and decision making skills.
• Ability to work independently and as part of a team.
• Interest in technology and innovation.
• IT literate.