Service level and resourcing (MI) Analyst, Irlam, Manchester

The Role

As our Service Level (MI) Analyst, the role will be responsible for leading and developing the Freedom Fibre Limited (FFL) Service Desk Management Information and reporting against key metrics which support Service Operations. You will own the creation of any Service Operations Reports to meet the needs of our customers. Able to support a great team environment, friendly and hard working.

You will report service performance to the Director of Customer Operations and management team, highlighting any areas of improvement along with adding commentary to supporting your findings. You will play a key role supporting Communication Providers in managing order provisioning sequencing along with ensuring data is provided to allow them to communicate to their FTTP customer. You will have a range of responsibilities including all Provision & Assurance reporting activities, along with Service Delivery processes including Incident, Problem & Change.

Core Responsibilities

  • Determine the most appropriate means of identifying, capturing, and processing information required to meet business objectives, specifically around the service experience.

  • Provide support and guidance to FFL colleagues to understand activities carried out within Service Operations.

  • Innovate the creation and maintenance of any new and existing reports to meet the customer needs and in relation to our contractual service level obligations.

  • Track and report all Property Reference Numbers (UPRN) through the agreed milestones and ensure this information supports a clear vision to the Service Delivery Manager of when properties will be ready to provision, this will support any provisioning sequencing with the Communications Providers (CP)

  • Work closely and collaboratively with internal FFL departments to ensure Service Operations meet all reporting requirements and deadlines.

  • Able to report commentary to trends or anomalies to FFL Management.

  • Drive continuous improvement of processes.

  • Provide Service Delivery Manager & Service Assurance Manager with data insights in a presentable format and to meet the customer’s needs. Insight should give visibility into the performance as well provide suggestions of improvements which could be made.

  • Working to achieve SLA’s, quality standards and other KPI’s agreed.

  • Effective time management ensuring tasks are effectively complete with agreed timeframes.

  • Work within the relevant FFL policies e.g. Information Security

  • Develop clear tracking and validation of the Gigabit Voucher Scheme in line with project applications.

  • Develop resource models to support recruitment planning and achieving SLA’s.

  • Developing and operating ways of working to ensure data quality.

Reporting to

Service Delivery Manager

Experience and Qualifications

  • Excellent skills on Microsoft applications

  • Working within Telecoms, specifically Fibre related products

  • Working within a Service Support Environment

  • Using Service Desk applications

Personal Attributes

  • Good communication, organisation and team working skills.

  • Customer focused with a professional outward attitude.

  • High attention to detail and quality

  • Be able to communicate effectively and professionally with internal and external clients.

  • Time Management. The ability to manage time and prioritize tasks.

  • Can do attitude, focussed and ability to work independently in line with our service guarantee’s.

  • Team Player

Our Ideal Fit

Someone who is a team player, they must be willing to get their sleeves rolled up from time to time in order to take this business from what is a start-up to one that is an industry leader. They must enjoy presenting data in a readable format along with ensuring attention to detail.

Freedom Fibre Company Profile

Freedom Fibre was founded in 2020 by a leadership team with extensive experience in the UK telecoms and major infrastructure sectors. Our mission is to build a high-speed fibre-based network providing fibre for all whilst also ensuring a great customer experience. We trade with Communications Providers and enable them to offer a range of services to their subscribers. These include a 1GigBit internet access service and various Business friendly products.

We pride ourselves in offering excellent service to our customers and treating our colleagues and development partners with similar attention to detail focusing on the need for the whole business to operate efficiently and with a great one-team frame of mind.

Freedom Fibre are rolling out fibre to the premise (FTTP) in rural and urban locations around the Northwest of England. More information is available on our website

Working with Freedom Fibre

We operate in a relaxed and industrious atmosphere; you will be encouraged to speak out and contribute wherever you feel you have something to offer. Our offices are open 07:00 through to 19:00 and we are happy to be flexible with working hours so you can enjoy a relatively stress-free commute or work from home to create the best possible work life balance that suits you and Freedom Fibre.

We have a Company pension scheme which Freedom Fibre support generously.

Freedom Fibre is an Equal Opportunity Employer

We are committed to being a successful, caring, and welcoming place for all employees. We offer a supportive and inclusive environment where everyone, from any background can reach their full potential without prejudice and discrimination. We are committed to a culture where respect and understanding are fostered, and the diversity of our people is positively valued.

Place of Work

The place of work will be our offices in Irlam, near Manchester.



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