Hybrid Service Assurance Coordinator, 12 Month Fixed Term Contract

Posted last week

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About the role

  • Own the day-to-day service performance and customer experience for assigned accounts in a fast-paced environment
  • Conduct regular outbound engagement with customers to ensure services are aligned with their evolving needs and expectations
  • Analyse customer history, service trends, and incident patterns to identify root causes and proactively address recurring issues
  • Act on customer feedback—both positive and negative—to drive continuous improvement and increase satisfaction scores
  • Maintain meticulous oversight of open tickets, ensuring timely updates and resolution in line with SLAs and customer expectations
  • Prepare and present data-driven reports on customer satisfaction, service metrics, and improvement initiatives during regular operational reviews
  • Collaborate cross-functionally with internal teams, third-party vendors, and engineering to resolve issues and enhance service delivery
  • Use insights and analytics to identify opportunities for service enhancements and process optimisation

Requirements

  • Previous experience in customer service, service desk or service coordination
  • Strong analytical mindset with the ability to interpret data, identify trends, and make informed decisions
  • Excellent verbal and written communication skills with a professional and empathetic approach to customer interactions
  • Highly customer-focused with a passion for delivering outstanding service experiences
  • Detail-oriented with a commitment to accuracy and quality in all aspects of work
  • Proven problem-solving skills and the ability to manage competing priorities effectively
  • Collaborative team player who thrives in a dynamic, fast-paced environment
  • Proficient in Microsoft tools (e.g., Excel, PowerPoint, Outlook) as well as service management and data analysis platforms.

Benefits

  • Flexible working arrangements
  • Professional development opportunities

Job title

Service Assurance Coordinator, 12 Month Fixed Term Contract

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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