Job Title: 2nd Line Support Specialist
Location: Horsham
Company: Telecom Acquisitions Ltd
Line Manager: Customer Support Manager
Date Reviewed: January 2026
Line Support Specialist to join our highperforming team. If you love solving problems, delivering brilliant service and working in a fastpaced environment, this role is for you.
What You'll Do
* Handle escalated customer enquiries via phone, email and webchat
* Diagnose and resolve faults quickly, following SLAs
* Keep customers fully updated with clear, friendly communication
* Test solutions with customers to ensure firsttime fix
* Work closely with internal teams and suppliers to speed up resolutions
* Maintain accurate CRM notes and follow ISO/GDPR processes
* Contribute to a positive, collaborative team culture
What You Bring
* Strong communication skills and a customerfirst mindset
* Technical problem-solving ability and attention to detail
* Ability to stay calm under pressure and manage competing priorities
* A proactive, team-focused attitude and willingness to learn
What Success Looks Like
* Fast response times
* Quick, accurate fault resolution
* 5star customer feedback
* High-quality documentation and adherence to processes
Why TAL?
You'll join a supportive, ambitious team in a company that values integrity, collaboration and exceptional customer experiences. We invest in your development and celebrate your success.
Benefits
* 50% off broadband after successful completion of probation period - completely free after 2 years' service
* 25 days holiday increasing up to a maximum of 30 days based on length of service - plus bank holidays and day off for your birthday
* Death in service
* Salary sacrifice pension scheme
* Local company discounts
* Buy and sell holiday scheme
* Complementary fresh fruit and breakfast bar
* Friday fridge
* £1000 refer a friend
* £250 bright ideas scheme
* Company events - summer party, Christmas party and sports day just to name a few
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