Service Executive

Trooli; Kings Hill; On-site; GBP 23,000 - 36,000; Full time

Job summary

A telecommunications provider is seeking a Service Executive in Kings Hill, England to manage day-to-day service experiences for ISP partners. This full-time office-based role involves acting as the main contact for service queries, supporting service reviews, and handling escalations. Ideal candidates will have customer service experience, strong communication skills, and the ability to manage multiple priorities. The role offers a dynamic work environment with opportunities for service improvement.

Qualifications

• Experience in a customer service, service support, or account support role.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Confident using Microsoft Office, particularly Excel.
• Strong organisational skills and attention to detail.
• Experience within telecoms, broadband, or a technical service environment.
• Understanding of wholesale services, SLAs, or KPIs.
• Experience handling escalations or service performance issues.
• Knowledge of FTTP, Ethernet, or connectivity services.

Responsibilities

• Act as the main point of contact for day-to-day service queries.
• Support Service Managers with service reviews and partner communications.
• Monitor SLA performance and service metrics, identifying risks.
• Own and manage service escalations through to resolution.
• Prepare and maintain service reports and documentation.
• Work closely with internal teams to resolve issues efficiently.
• Maintain accurate records and ensure contractual obligations are met.

Skills

Customer service experience

Strong communication skills

Ability to manage multiple priorities

Confident using Microsoft Office

Organisational skills

Experience in telecoms/broadband

Understanding of SLAs/KPIs

Escalation management experience

Knowledge of FTTP and Ethernet services

Job description

Overview

Trooli Kings Hill, England, United Kingdom

The Service Executive will support the Wholesale team by managing the day-to-day service experience for a portfolio of ISP partners. This role is key to ensuring strong customer relationships, effective communication, and the delivery of service in line with agreed SLAs.

Working closely with Service Managers and internal teams across Operations, Finance, and Commercial, the Service Executive will help monitor performance, manage escalations, and support continuous service improvement.

This is a full-time, office-based role located at our Kings Hill office.

The actual pay will be based on your skills and experience — talk with your recruiter to learn more.

The range is provided by Trooli. This information is subject to change and may vary based on experience.

Key Responsibilities

• Act as the main point of contact for day-to-day service queries for a portfolio of Wholesale partners
• Support Service Managers with service reviews, reporting, and partner communications
• Monitor SLA performance and service metrics, identifying risks or recurring issues
• Own and manage service escalations through to resolution
• Prepare and maintain service reports, statistics, and documentation
• Work closely with internal teams to ensure issues are resolved efficiently
• Maintain accurate records and ensure contractual obligations are met

Experience Required

• Experience in a customer service, service support, or account support role
• Strong communication skills, both written and verbal
• Ability to manage multiple priorities in a fast-paced environment
• Confident using Microsoft Office, particularly Excel
• Strong organisational skills and attention to detail
• Experience within telecoms, broadband, or a technical service environment
• Understanding of wholesale services, SLAs, or KPIs
• Experience handling escalations or service performance issues
• Knowledge of FTTP, Ethernet, or connectivity services

Diversity and Inclusion

At Trooli, we are committed to creating an inclusive environment where everyone feels valued and respected. We welcome applications from all backgrounds and are proud to be an equal opportunities employer.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Telecommunications

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