Service Assurance Agent

To triage and support customers reporting issues, to assist in ensuring the efficient working of the inhouse Service Assurance team while delivering exceptional customer service to our clients.

• Working collaboratively with the Service Manager to design and implement effective reporting to accurately reflect team performance
• Attend internal project meetings where necessary
• To ensure we are regularly communicating with clients while exceeding their expectations.
• Maintaining a process driven work environment.
• Collating and communicating fault information to ensure quick resolution
• Enabling continuation of service via utilisation of value-add products
• Understanding and resolving faults within SLA
• Accurately triaging all tickets and passing to relevant support team for those not resolved by Service Assurance
• Co-ordination of internal and external resource
• Liaising with Group Networks and other surrounding support teams on faults/assurance

• Strong customer service and communication skills.
• Comprehensive industry knowledge.
• Great attention to detail.
• Proven problem-solving attitude.
• Ability to coach others.
• Experience working in a problem solving environment.
• Interest in Technology and Innovation and IT Literate.
• 21 days holiday – increasing to 22 days after 3 years and to 25 days after 5 years
• Extra day off for your birthday
• Employee Assistance Programme
• Free onsite parking
• Enhanced company sick pay
• Reduced gym membership
• Annual salary review
• Employee referral bonus
• Onsite canteen offering free croissants and freshly made soup

SCG is proud to be an equal opportunities employer.

We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.