Key Responsibilities

Service Strategy and Leadership

• Develop and lead the service strategy across Telecom Acquisitions Ltd and its brands, ensuring the business has the right people, processes, systems, and measures in place to deliver consistent customer experience.
• Create a clear service vision that supports the wider business growth strategy.
• Translate company objectives into practical service plans, team priorities, and measurable standards.
• Build a scalable operating model that can support organic growth and future acquisitions.
• Ensure each brand benefits from consistent service standards while retaining any necessary brand-specific customer approach.
• Provide clear leadership across customer service, technical support, provisioning, complaints, escalations, and service improvement.
• Act as the senior owner for customer experience and service performance at the leadership level.
• Ensure the service function is proactive, commercially aware, and accountable, not just reactive.

Customer Experience Ownership

• Own the end-to-end customer experience across the customer lifecycle, from initial order and onboarding through to installation, in-life care, support, complaints, renewals, and retention.
• Ensure customers receive clear, timely, and accurate communication at every stage of their journey.
• Improve first contact resolution, response times, and quality of support.
• Reduce avoidable customer effort, repeat contact, and service frustration.
• Use customer feedback, complaints data, call trends, Trustpilot reviews, and service metrics to identify improvement priorities.
• Ensure the business delivers a joined-up experience across broadband, phone, mobile, and utility-related services.
• Work with Sales, Marketing, and Retention teams to ensure promises made to customers can be delivered operationally.
• Ensure vulnerable customers and customers requiring additional support are identified and handled appropriately.
• Embed a culture where teams understand that every service interaction affects customer trust, retention, and brand reputation.

Operational Delivery and Performance

• Lead day-to-day service operations to ensure the business delivers against customer commitments, operational standards, and commercial expectations.
• Oversee customer service, technical support, provisioning, faults, complaints, and escalations.
• Ensure orders, installations, switches, migrations, and faults are managed efficiently and accurately.
• Improve operational workflows to reduce delays, errors, rework, and customer dissatisfaction.
• Ensure service teams have clear processes, ownership, escalation routes, and decision-making authority.
• Monitor workload, resourcing, capacity, and productivity across service teams.
• Set clear service standards and ensure managers have the tools to manage performance effectively.
• Reduce cost to serve while protecting the quality of customer outcomes.
• Create regular service reporting for the CEO, Board, and senior leadership team.
• Ensure operational risks are visible, understood, and actively managed.

Complaints, Escalations, and Regulatory Service Standards

• Act as the senior operational owner for complaints handling, escalations, and customer service compliance.
• Ensure complaints are handled fairly, promptly, and in line with telecoms regulatory expectations.
• Monitor complaint volumes, root causes, response quality, resolution times, and escalation trends.
• Ensure the business meets relevant Ofcom requirements, including complaint handling, ADR processes, vulnerable customer support, switching requirements, and customer communication standards.
• Make sure customer complaint data is used as a genuine improvement tool, not just a reporting requirement.
• Reduce avoidable escalations, repeat complaints, and formal dispute resolution cases.
• Ensure all customer-facing teams understand their responsibilities around vulnerable customers, affordability concerns, accessibility needs, and service-critical situations.
• Work with Compliance, Finance, and operational managers to ensure compensation, credits, and billing corrections are controlled, accurate, and fair.
• Ensure the business is prepared for regulatory change and can demonstrate appropriate customer care standards if challenged.

Supplier, Network, and Partner Management

• Lead operational service relationships with key network, wholesale, and service partners to ensure customers receive reliable and timely outcomes.
• Manage service performance with suppliers, wholesalers, network partners, and installation partners.
• Build effective escalation routes with suppliers to resolve customer-impacting issues quickly.
• Track supplier performance against service levels, installation timelines, fault repair times, and communication standards.
• Work with Commercial and Technical leadership to challenge poor supplier performance and improve operational outcomes.
• Support the business as it expands across fibre, alt-net, and multi-network partnerships.
• Ensure supplier issues are visible internally and translated into practical customer communication plans.
• Help the business balance customer experience, supplier capability, and commercial cost.

Acquisition Integration and Customer Base Migration

• Support the successful integration of acquired customer bases into Telecom Acquisitions Ltd’s operating model.
• Lead the service workstream for customer base acquisitions and migrations.
• Ensure customer communication, data transfer, billing arrangements, service continuity, and support processes are carefully managed.
• Identify operational risks before customer bases are migrated or integrated.
• Ensure acquired customers experience a stable and professional transition.
• Work with Finance, Commercial, Technology, Compliance, and Customer Service teams to ensure acquired bases are integrated efficiently.
• Protect customer trust during periods of change.
• Capture lessons learned after each acquisition and improve the repeatable integration process.

Digital, Systems, and Process Improvement

• Use systems, automation, AI, and process improvement to improve service quality, efficiency, and scalability.
• Review existing systems, workflows, and customer communication processes.
• Identify opportunities to automate routine updates, reminders, and service notifications.
• Support the use of AI and digital tools to improve customer communication and team efficiency without losing the human service approach.
• Ensure teams have accurate customer data, clear case ownership, and effective dashboards.
• Work with Technology and DevOps colleagues to improve service platforms, reporting, and customer visibility.
• Reduce manual work, duplication, and operational bottlenecks.
• Ensure process improvement is practical, measured, and embedded into day-to-day operations.

People Leadership and Team Development

• Lead, develop, and motivate service teams so they are capable, accountable, and aligned with the company’s customer-first culture.
• Provide clear leadership to managers and team leaders across the service operation.
• Create a culture of ownership, urgency, fairness, and customer care.
• Ensure managers have clear expectations, regular performance conversations, and effective coaching