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?
In this role, you’ll handle complex and high‑priority access requests, ensuring tickets are created, updated, and closed accurately across internal, customer, and third‑party systems. You’ll be the escalation point for first‑line teams, offering guidance and technical support when issues fall outside standard processes, and you’ll lead the resolution of exceptions by identifying root causes and implementing fixes.
You’ll coordinate access for critical or sensitive activities, working with senior external stakeholders to validate permits, approvals, and authorisations in line with customer protocols. You’ll also verify advanced security clearances for high‑security or restricted sites, ensuring full compliance every time.
We’ll look to you to coach and support first‑line colleagues, share knowledge, and help maintain smooth operational delivery. You’ll communicate proactively with internal teams, customers, and partners, keeping everyone updated and resolving challenges quickly. And when something can’t be resolved, you’ll escalate promptly with clear context and recommended actions.
You’ll also help drive continuous improvement by spotting issues, removing inefficiencies, and suggesting enhancements to processes and documentation.
Working Pattern: Monday to Friday, rotating weekly between 8am–4pm and 9am–5pm (on-site)
What you’ll bring?
You’ll bring strong verbal and written communication skills, allowing you to engage confidently and clearly with a wide range of stakeholders.
You’ll have a sharp eye for detail, ensuring accuracy and consistency in everything you do.
You’ll be comfortable solving problems, using sound analytical judgement to navigate challenges and make the right calls.
You’ll manage your time effectively, prioritising tasks and staying organised in a fast‑moving environment.
You’ll be confident using Microsoft Office (Excel, Outlook, Word, PowerPoint) and collaboration tools like Microsoft Teams to keep work flowing smoothly.
You’ll ideally have experience in a Service Desk or NOC environment, giving you a strong understanding of operational processes.
You’ll bring a resilient, adaptable mindset, staying calm and focused even when things get busy or change unexpectedly.
You’ll take a proactive, helpful approach, stepping in to support others and keeping things moving.
You’ll have a growth mindset, always looking to develop your skills and learn new things.
You’ll feel comfortable handling challenging conversations with stakeholders while maintaining professionalism and clarity.
You’ll have prior customer service experience, giving you the foundation to deliver a positive, solution‑focused service.
And if you have any additional exposure to technical or operational environments, that will be a great bonus.
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!
- 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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