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 ensuring no issue remains unresolved. Your decisions will keep operations fair, fast, and customer-centric. If you thrive in high-energy environments and are passionate about continuous improvement, you’ll excel in this role.
What makes you a great fit:
* Deep understanding of Onecom’s product suite and fault management procedures
* Familiarity with PSTN/xDSL/FTTx, Ethernet, VOX, Vox One, and inbound services
* Strong grasp of Salesforce for technical support workflows
* Ability to judge workloads and distribute cases evenly across teams
* Proactive in identifying delays, escalations, and risks to SLAs
* Analytical thinker with problem-solving skills
* Excellent communication skills across technical and non-technical teams
* Focus on improving the customer experience
* 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 suppliers for quick turnarounds
* Monitor and report SLA breaches to management
* Improve metrics such as Mean Time to Resolution and First Call Resolution
* Assist in diagnosing and resolving complex network faults
* Communicate effectively with stakeholders across support, engineering, and provisioning
* Report fault statuses and escalate issues when necessary
* Review case progress, identify skill gaps, and support training
* Suggest process improvements through continuous improvement initiatives
Perks for our People:
* Holidays: 25 days + bank holidays, 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% pension contribution, 4x salary life assurance
* Rewards: Employee awards, discounts on tech
* Socials: All-expenses-paid company events
* Development: In-House Training Academy
* Wellbeing: 24/7 mental health support, Calm App, gym discounts, cycle scheme, free breakfast & fruit, eye-care vouchers, financial wellbeing support
Who we are:
Onecom is an award-winning provider of Communication Technology, trusted by UK organizations to deliver exceptional customer experiences.
Our values:
We champion innovation, integrity, ambition, knowledge, and inspiration in all we do.
ED&I:
We are committed to equity, diversity, and inclusion. Candidates are encouraged to complete our anonymous equality monitoring form as part of the application process to help inform future initiatives.
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