Service Operations Lead

Service Operations Lead (Telecoms) Base Salary: Up to £32,000 Benefits: Up to 10% bonus, private healthcare, 25 days holiday + bank holidays and wider company benefits Location: Peterborough Working Pattern: Monday to Friday, full-time office based The opportunity: If you re currently working in service operations, customer service or service delivery and want more responsibility for how a team performs day to day, this could be a good next step. We re working with a growing connectivity business in Peterborough looking for someone to lead the operational team supporting its ISP partners. It s a hands-on role where you ll make sure work coming into the business is properly managed, allocated and delivered within the agreed service levels. Day to day You ll oversee the work coming in from ISP partners, making sure cases are correctly validated, allocated across the team and progressing within SLA. You ll keep an eye on queue volumes, workloads and case quality, spotting where things are starting to fall behind and stepping in before they become bigger problems. You ll also work directly with ISP partners, managing expectations, dealing with exceptions and making sure both sides are working to the agreed processes and service levels. Alongside this, you ll lead the day-to-day team, helping allocate work, monitor performance and coach people to improve the overall quality and consistency of the service. Who we are looking for You could already be a Customer ..... full job details .....