Job Overview
Job Description Service Centre Operator - FTC 12 months Job Description At Telent, you will have the opportunity to be a part of something bigger. To keep things moving, to connect people. It's important work we do. Learning together, inspiring colleagues, and making the entire organisation better. Join us and help keep the nations critical networks connected and protected 24/7.
Reporting to the Maintenance Team Leader, the successful Service Centre Operator will play a key role in supporting our customer, along with our Traffic Signal and CCTV Engineers. Will help to ensure that the operation is run effectively, incidents and incoming calls are managed within SLA, correct processes are followed, whilst consistently delivering a firstclass service to its customers. This role is a 12 month fixed term contract and will be based from our Feltham depot TW14 0AF and will work 12 hrs shifts, 4 on 4 off days and nights.
What You’ll Do
* Maintain high levels of incident ownership throughout the incident lifecycle to a satisfactory customer resolution.
* Provide first‑level support and ownership for all incidents and requests.
* Initial incident triage of all requests.
* Ensure timely call resolution to achieve SLAs and meet Service Desk KPI.
* Proactively contact suppliers including escalations when necessary.
* Have direct liaison with our customer on the phone, email, and via bespoke systems for the role.
Key Requirements
* Ensure that excellent customer service is maintained and delivered to the highest standard.
* A practical and proactive approach to the 24 hour environment.
* Strong Customer Service Skills and a positive approach to problem solving.
* Experience in shift rotation of 4 on, 4 off, working 12‑hour shifts days and nights.
What We Offer
A career at Telent can span many sectors, roles, technologies and clients giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed team to deliver. We nurture the talent that makes this happen, by our ongoing commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and thrive at work. The additional benefits with this role: 25 shifts holiday per year and the option to buy or sell days annually, Company pension scheme, a range of family friendly policies, occupational health support and wellbeing portal, discounts on cinema, restaurants and shopping with Telent Reward scheme.
About Telent
Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission‑critical communications and technology. It helps connect thousands of people and communities using the best technology and innovation available. When you join us, you’ll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance.
Diversity and Inclusion
We are passionate about creating an environment that champions diversity and inclusion, where everyone feels they belong, can be themselves, and are empowered to reach their full potential. People are at the heart of our business, and we believe that our teams should reflect the diverse experiences and backgrounds of the communities we support.
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