About The Role:
Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career; with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
At M Group Telecom, we’re enabling and enhancing telecom networks, playing a lead role in the delivery of our tech enabled future.
We deliver full network cycle services for fixed, private and mobile operators.
Private networks- We find the best technology, manage assets and refresh systems. With 24/7 network operations, we keep things running smoothly, while operating comprehensive network repair and maintenance to keep everything in top shape.
Want to come and be a part of it?
What will you be doing?
Shift Pattern 4 on 4 off days and nights (4 days on, 4 days off, 4 nights on, 4 days off, repeat)
In this role, and within our 24/7 Service Management Centre, you’ll manage cases with accuracy and pace, making sure all details are logged to a high standard and within SLA timeframes. You’ll prioritise faults based on impact, coordinate resources effectively, and escalate complex issues to 3rd line with clear documentation. You’ll support engineer dispatch by guiding 1st line colleagues and ensuring the right engineer receives all the information they need.
You’ll review engineer reports quickly, advise on next steps, and ensure follow‑up actions are scheduled. You’ll also create and maintain knowledge articles and provide training and coaching to 1st line teams to boost first‑line resolution. Alongside this, you’ll carry out root cause analysis on recurring issues and contribute to service improvement initiatives. Collaboration is key—you’ll work closely with engineers and approved third‑party contractors while ensuring compliance with access and safety protocols.
What you’ll bring?
A naturally organised and detail‑focused approach, with strong customer service skills and clear, confident communication. You’ll be able to manage your time well, handle competing priorities, and stay calm under pressure. Adaptable and proactive, you enjoy problem‑solving, take ownership of your work, and bring a positive, solutions‑focused attitude to supporting customers, engineers, and colleagues. You’ll also be comfortable learning new systems and working accurately across multiple digital platforms, using your initiative when things don’t follow the usual pattern.
This role suits someone who values professionalism, reliability, and doing things the right way — whether you come from retail, hospitality, volunteering, education, or any other background that demonstrates responsibility and great people skills.
What’s in it for you?
We offer a range of benefits designed to support your life in and out of work, some of which include.
- Matched or contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000’s of retail discounts
- Life assurance
- Cycle to work, salary finance and give as you earn schemes
- Enhanced maternity, paternity leave and adoption leave
- Reward and recognition scheme
In addition, this role offers;
- Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
- Overtime
- Shift allowance
- Discretionary bonus scheme
- 25 days annual leave plus bank holidays
- Recommend a friend – get rewarded for introducing people to us!
About us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
- We’re responsible and go further for our people, clients, communities and the planet
- We’re open and seek new and better ways of exceeding expectations
- We’re together and as one team; the whole is greater than the sum of the parts
- We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.
It’s an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
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