Service Operations Lead

Salary: £47,000 - 82,000 per year

Requirements:

• Experience as a Customer Service Team Leader, Service Operations Team Leader, Service Delivery Team Leader, Service Coordinator or Operations Coordinator, with readiness to take on a lead role
• Experience in telecoms, IT, engineering or another SLA-driven environment is ideal
• Experience with SLAs, CRM/ITSM systems or work allocation tools is useful
• Strong organisational skills and confidence working with data and workloads
• Good people skills and willingness to take ownership when issues arise

Responsibilities:

• Oversee incoming work from ISP partners, ensuring cases are validated, allocated across the team and progressed within agreed SLAs
• Monitor queue volumes, workloads and case quality, addressing potential delays before they become larger problems
• Work directly with ISP partners to manage expectations, handle exceptions and ensure agreed processes and service levels are followed
• Lead the teams day-to-day work, including allocating tasks, monitoring performance and coaching team members to improve service quality and consistency

Technologies:

• CRM
• Support
• ITSM

More:

We are a growing connectivity business in Peterborough, seeking a Service Operations Lead to support our ISP partners. This is a hands-on, full-time, office-based role, Monday to Friday. The base salary is up to £32,000, with a bonus of up to 10%, private healthcare, 25 days holiday plus bank holidays, and wider company benefits. Apply to learn more about the opportunity.

last updated 39 week of 2026