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 Service Team Leader, Service Operations Team Leader or Service Delivery Team Leader, ideally within telecoms, IT, engineering or another SLA-driven environment.

Equally, you might be an experienced Service Coordinator or Operations Coordinator who already manages workloads, escalations and service levels and is ready to step into a lead role.

Experience working with SLAs, CRM/ITSM systems or work allocation tools would be useful, but we’re not looking for somebody who ticks every box.

More important is that you’re organised, comfortable working with data and workloads, good with people and willing to take ownership when something isn’t running as it should.

The Next Steps

If this sounds like the sort of step you’ve been looking for, apply and we’ll be in touch.

Alternatively, give CRG TEC a call and we’ll happily talk you through the opportunity