Service Assurance Co-Ordinator

Service Assurance Co-Ordinator

21st November 2018
Aldridge, United Kingdom
Job Type


As a Service Assurance Co-Ordinator, you are vital in delivering an excellent customer experience across our whole base. You will take inbound activities in the form of calls and emails and log a ticket on our in-system, after assessing the impact the particular fault or change has on the customer. Accurate data entry is a key component to this role, as well as superb communication skills both spoken and written.

Job Accountabilities:

Call and email answer within SLA

  • 95% of all calls answered within 30 seconds
  • Emails answered in a maximum of 2 hours

Ticket logging and classification on Kingfisher

  • Ensure the accuracy of all tickets logged to ensure appropriate engineer allocation at the next stage of the process
  • Ensure that the tickets have the correct urgency applied based on the business impact of the fault
  • Ensure that all information is captured within the ticket

Proactive updates to customers

  • If a customer has requested an update ensure that this is delivered back in a timely manner
  • If owning a ticket ensure that regular update is provided

Resolution and ownership of tasks

  • Completion of low complexity tasks – handset replacements, toner orders, web tasks, cordless handset faults and registrations

Queue management

  • Management of tickets being logged out to 3rd parties and to carrier partners
  • Management of tickets needing internal intervention – incident; problem and change

Planned maintenance

  • Preparation and distribution of planned maintenance notifications

Specific Job Knowledge, Skills and Experience:

Skills and Aptitudes

  • Willing to work flexibly to suit business needs
  • Strong customer service mentality with a proactive attitude to managing issues and keeping clients updated
  • Strong problem solving skills
  • Team player
  • Strong communicator both oral and written


  • Proven experience of working in a busy Customer Service environment

To apply, please send your CV

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