We are looking for a Service Engagement Analyst

Location: Telford

Salary: £26,000-30,000

Hours: 37.5 hours per week, 9am-5.30pm Monday to Friday

Work pattern: Hybrid, 3 days in the office

About the role

The Service Engagement Analyst will serve as a key point of contact for a wide base of customers and partners, delivering responsive support, efficient query and incident resolution, contributing to consistent service performance and continuous improvement across the full lifecycle of contracted services.

Key responsibilities

• Voice of the Customer: Capture and log partner and customer requirements, feedback, and issues. Escalate insights to support service improvements, product development, and operational changes.

• Service Delivery & Support: Provide timely and professional support to a wide base of customers and partners, handling queries, service requests, and routine performance-related matters efficiently.

• Incident & Query Management: Effectively manage and resolve day-to-day incidents, service queries, and requests, following established processes and coordinating with internal teams where necessary for timely resolution.

• Service Performance Support: Assist with monitoring service performance against SLAs and KPIs. Contribute to regular reporting and help identify recurring issues or improvement opportunities.

• Stakeholder Engagement & Communication: Act as a professional point of contact for customers and partners. Keep them informed of service status, outages, network updates, and resolutions in a clear and timely manner.

• Driving Digital Adoption: Promote and support customers and partners in using self-serve tools and portals, helping them transition from reactive support to greater self-sufficiency.

• Cross-Functional Collaboration: Work closely with internal teams (Provisioning, Assurance, Delivery, Technical, and Service Management) to resolve customer issues and ensure a positive end-to-end experience.

• Operational Excellence: Contribute to process improvements and the simplification of customer journeys. Support adherence to contractual and service level obligations.

• Reporting & Insights: Accurately log and maintain customer interactions, issues, and outcomes in relevant systems. Provide clear updates and basic insights to support team and business decision-making.

About you

• Experience in a customer-facing or customer relations role.

• Previous experience handling issues, or queries in a high-volume environment.

• Passion for delivering excellent customer service consistently.

• Excellent investigative skills with the ability to quickly understand, discuss, and resolve customer issues.

• Strong written and verbal communication skills, including telephone and email correspondence.

• Good working knowledge of Microsoft Office suite (Word, Excel, PowerPoint and Outlook).

• Ability to prioritise workload, stay organised, and manage multiple information portals simultaneously.

• Familiarity with CRM and ticketing systems (e.g., ServiceNow, Salesforce).

• Understanding of the company’s product and service portfolio (or willingness to learn quickly).

• Strong organisational and workload management skills to achieve individual KPIs.

• Ability to investigate and resolve issues methodically while remaining impartial and professional.

• Partnership-led (acts like an extension of the partner’s team).

• Operationally responsive (moves quickly, escalates early, solves friction).

• Human support mindset (clear, supportive, calm under pressure).

• Straightforward communication (no jargon for jargon’s sake).

• Ownership and follow-through (deliver outcomes; closes loops).

It would be great if you have any of the following, but it's not essential:

• Experience in the telecoms or technology sector.

• Knowledge of Data Subject Rights / GDPR processes.

• ITIL Foundation or other customer service qualification.

• Experience developing reports and contributing to continuous improvement initiatives.

• Understanding of telecoms products such as Ethernet, and Broadband.

Qualifications

• Educated to GCSE level (or equivalent).

• Right to work in the UK.

What we offer

• Competitive base salary.

• Generous holiday allowance and flexible working arrangements.

• Supportive, inclusive culture with and cross-functional collaboration.

How to apply

Please submit your CV and if you wish, a brief covering note outlining your relevant experience and why you are interested in this role. We will review applications on a rolling basis and contact shortlisted candidates to arrange interviews.

We are committed to equality of opportunity and welcome applications from candidates of all backgrounds. If you require any reasonable adjustments during the recruitment process, please let us know.