Russell Shoeburyness, England, United Kingdom
Join or sign in to find your next job
Join to apply for the Fault Controller role at Russell
Russell Shoeburyness, England, United Kingdom
6 days ago Be among the first 25 applicants
Join to apply for the Fault Controller role at Russell
Get AI-powered advice on this job and more exclusive features.
About The Role
We’re looking for a tenacious and customer focused Fault Controller to keep our technical support engine running at peak performance. In this dynamic role, you’ll be the heartbeat of our fault management process; reviewing cases, triggering the smartest next steps, and making sure no issue stays unresolved. Your decisions will keep things fair, fast, and always focused on the customer. If you thrive in high-energy environments and have a passion for continuous improvement, you’ll love where this role takes you.
Join our Team as a Fault Controller!
Location: Shoeburyness
Salary: £26,000 Per Annum
Hours: Monday-Friday 8.30am-5.30pm
About The Role
We’re looking for a tenacious and customer focused Fault Controller to keep our technical support engine running at peak performance. In this dynamic role, you’ll be the heartbeat of our fault management process; reviewing cases, triggering the smartest next steps, and making sure no issue stays unresolved. Your decisions will keep things fair, fast, and always focused on the customer. If you thrive in high-energy environments and have a passion for continuous improvement, you’ll love where this role takes you.
What Makes You a Great Fit
* Deep understanding of Onecom’s product suite and fault management procedures
* Familiar with PSTN/xDSL/FTTx, ethernet, VOX, Vox One, and inbound services
* Strong grasp of Salesforce for technical support workflows
* Able to judge workloads and distribute cases evenly across teams
* Proactive in identifying delays, escalations, and risks to SLAs
* Analytical thinker with a flair for problem-solving
* Excellent communication skills across technical and non-technical teams
* Relentlessly focused on improving the customer experience
* Bold perseverance when facing obstacles or setbacks
Key Responsibilities
* Drive fault resolution across teams with a customer-first mindset
* Promote a next-best-action culture to accelerate fix times
* Coordinate escalations with Onecom suppliers for quick turnarounds
* Monitor and report supplier SLA breaches to management
* Improve Mean Time to Resolution, First Call Resolution, and service quality
* Assist in diagnosing and resolving complex network and system faults
* Communicate effectively with stakeholders across support, engineering, and provisioning
* Report fault statuses and escalate issues when needed
* Review case progress, flag skill gaps, and support tailored training
* Suggest process improvements with a continuous improvement approach
Perks For Our People
* Holidays: 25 days + bank holidays and buy/sell options
* Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
* EV Scheme: Lease a brand-new electric car
* Lifestyle: 9% combined pension contribution and 4x salary life assurance
* Rewards: Quarterly and annual employee awards, discounts on tech
* Socials: All-expenses-paid company events
* Development: In-House Training Academy
* Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support
Who We Are
Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.
Our Values
We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.
Ed&i
We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Accounting/Auditing and Finance
* Industries
Telecommunications
Referrals increase your chances of interviewing at Russell by 2x
Get notified about new Controller jobs in Shoeburyness, England, United Kingdom.
Wickford, England, United Kingdom 4 weeks ago
Leigh-On-Sea, England, United Kingdom 6 days ago
Hockley, England, United Kingdom 4 months ago
R&D Engineer Smoke Control & Fire Dampeners
Aylesford, England, United Kingdom 1 month ago
Rivenhall, England, United Kingdom 3 days ago
Nordic Speaker Trainee / Junior Accountant – Full Training, Paid Study – 19694 Ref: 19694
Leeds, England, United Kingdom 11 hours ago
Team Leader, Error Corrections SS&C Financial Services International - PA25SJPRQ3004
Basildon, England, United Kingdom 1 week ago
Egerton, England, United Kingdom 3 months ago
Chelmsford, England, United Kingdom 3 weeks ago
Tilbury, England, United Kingdom 2 weeks ago
Gravesend, England, United Kingdom 1 month ago
Basildon, England, United Kingdom 3 weeks ago
Chatham, England, United Kingdom 1 week ago
Kings Hill, England, United Kingdom 1 week ago
Colchester, England, United Kingdom 1 week ago
Colchester, England, United Kingdom 1 month ago
Birchington, England, United Kingdom 1 week ago
Colchester, England, United Kingdom 3 weeks ago
Gravesend, England, United Kingdom 1 week ago
Basildon, England, United Kingdom 2 months ago
Canvey Island, England, United Kingdom 4 months ago
Financial Planning & Analysis Manager (based in UK)
Maidstone, England, United Kingdom 4 days ago
Colchester, England, United Kingdom 1 day ago
Leeds, England, United Kingdom 2 months ago
Inworth, England, United Kingdom 4 weeks ago
Chelmsford, England, United Kingdom 2 weeks ago
Maidstone, England, United Kingdom £40,000.00-£45,000.00 2 hours ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr