Manage and provide communications (internal and external as required) for high level customer escalations, be that via telephony, bridge, email as required

Proactive management for top tier Customers

Manage critical sites and High Voltage events as per the IME processes

Produce Written Incident Reports within SLA up on request as per the IME process

Send the report containing high profile fault tickets every day to the EMEA Repair organisation to highlight those tickets most in need of focus, as per the IME handover process

Communicate to the relevant EMEA organisation any large network outages and data centre issues that are impacting EMEA customers as per the processes and criteria

Build close working relationships with our internal and external customers.

Actively check the top priority customer fault tickets to look for a history or repeat issues and action as per the chronic process

Pro-actively manage ETMS fault tickets and be available on the telephone as outlined on team performance targets.

Complete all Verizon mandatory and additional training as agreed with line manager

Comply with ISO9001 and ISO27001 standards to meet certification

requirements. Adhere to Verizon's security policies CPI-810.


Must have:

  • Bachelor’s Degree or four or more years of work experience.
  • Four or more years of relevant work experience.

Ideally, you’ll also have:

  • Problem Solving: Employs a structured approach to questioning and adopts a logical troubleshooting methodology to manage and coordinate multiple tasks within tight deadlines.
  • Leadership: Has the ability to, and is comfortable with, taking charge of high pressure situations, such as conference calls and customer meetings, at all levels of management.
  • Self-Motivation: Ability to pro-actively work and drive major escalation faults, projects and tasks within all areas of the business and external third parties without management intervention.
  • Communication: Shows an excellent level of written and verbal communication skills, including presentations, and would be able to represent the IME organisation and Client Service Assurance team in a customer facing (internal and external) situation in a professional manner.
  • Customer Service: Demonstrates customer focus and understand the importance of exceeding customer expectations.
  • Team Work: Demonstrates the ability to contribute to the teams overall output, actively contributes in team meetings and providing constructive feedback.
  • Time Management: Demonstrates an understanding and practical use of time/workload management and prioritisation. Respecting the team’s punctuality and hours of work.
  • Technical ability: Has product and service level understanding of IP, Data, security, cloud, managed services and Transmission technology.
  • ITIL foundation qualification
  • Has extensive experience with Microsoft Office applications
  • Demonstrates a general understanding of business strategy and future intentions.
  • Demonstrates the ability to adapt quickly and effectively.