Service Operations Lead

Crg Tec; Cambridgeshire and Peterborough; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Up to 10% bonus

Private healthcare

25 days holiday + bank holidays and w

wider company benefits

Job summary

Crg Tec in Peterborough is seeking a Service Operations Lead (Telecoms) to head the operational team supporting its ISP partners. Based in Peterborough, this full-time office role involves ensuring work is validated, allocated and delivered within agreed service levels.

You will oversee delivery, monitor queues and performance, and drive improvements in service quality through coaching and data-driven management.

Qualifications

• 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.

Responsibilities

• Oversee work from ISP partners, ensuring cases are validated, allocated and progressed within SLA.
• Monitor queue volumes, workloads and case quality, spotting when things start to fall behind and stepping in before they become bigger problems.
• Work directly with ISP partners, managing expectations and ensuring processes and service levels are followed by both sides.
• Lead the day-to-day team, helping allocate work, monitor performance and coach people to improve the overall quality and consistency of the service.

Job description

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.