Telecommunications Administrator

The Purpose of the Role

We are seeking one highly motivated and detail-oriented Operational Service Administrator to join our team. As an Operational Service Administrator, you will be responsible for managing all operational service queries and complaints received. Acting as a bridge and liaison between operations departments, you will ensure that all external queries are responded to within given Service Level Agreements (SLAs). This role requires excellent communication skills, problem-solving abilities, and a commitment to delivering high-quality service. There will be some field resolution activities with stakeholders as and when required.

Core Responsibilities

Manage Operational Service Queries and Complaints:

Handle all incoming queries and complaints from the Service Desk related to operational services, including poles, wayleave queries, build complaints, and damage to infrastructure.
Serve as the primary point of contact for internal queries and ensure timely responses within established SLAs.
Liaison Between Operations Departments:

Act as a bridge between various operations departments to facilitate communication and collaboration.
Ensure that all relevant information is shared between departments to resolve issues efficiently.
Utilise the IMS System:

Manage all tickets via the IMS system, ensuring that queries and complaints are tracked and reportable.
Maintain accurate records of all interactions and ensure that data is up to date.
Escalation and Reporting:

Work closely with the Operational Service Manager, who will act as an escalation point, team manager, and reporting function.
Assist in ensuring all SLAs are met and Key Performance Indicators (KPIs) are reached.
Handle Third-Party Infrastructure Issues:

Manage incidents involving damage to third-party infrastructure or third-party damage to Freedom Fibre infrastructure. Coordinate with relevant parties to address and resolve issues promptly.
Skills & Experience

Previous experience in a customer service or operations role, preferably within the telecommunications industry.
Experience of FTTP Networks
Knowledge of both overhead and underground networks is desirable.
Experience using ticketing or CRM systems (e.g., IMS) is a plus
Excellent communication and interpersonal skills.
Strong problem-solving and analytical abilities.
Ability to work independently and as part of a team.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Attention to detail and strong organisational skills:
Experience in handling multiple service-related queries and complaints.
Familiarity with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Knowledge of fibre optic infrastructure and telecommunications operations.

Qualifications

A bachelor’s degree in business administration, Communications, or a related field is preferred but not required.
Relevant experience in similar role.
Aptitude, skills and abilities

Full UK Driving Licence
A positive and enthusiastic approach to work.
Willing to travel between office sites of Stoke and Irlam.
Good Organisational Skills
Ability to liaise with multi-functional teams and stakeholders.
Reporting to

Operational Service Manager

Who we are

First Recruitment Group are committed to finding the right candidates for our clients, and the right companies for our candidates to work for. We’re passionate about putting people first, and take pride in being able to offer an all-round service for candidates and clients with our payroll solution, Primis + and workforce management solution, Operam.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.

If you would like some more information, please email (url removed)