Wholesale Service Lead: SLA & Escalation (On-site)

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

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.