Service Centre Operator
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 first-class service to its customers. This role will be based in our Feltham depot TW14 0AF and will work Monday to Friday and flexibility is required to provide cover for shifts when required.
What you'll do:
Maintain high levels of incident ownership throughout the incident lifecycle to a satisfactory customer resolution
Providing first level support and ownership for all incidents and requests
Initial incident triage of all requests
Ensuring timely call resolution to achieve SLA's
Meeting Service Desk (KPI) Key Performance Indicators
Pro-active contact with suppliers including escalations when necessary
Have direct liaison with our customer on the phone, email and via bespoke systems for the roleWho you are:
If you care about good customer service and have worked in a 24/7 Service Centre, Service Desk or Customer Service environment then this might be the next step in your career as training will be given.
Key Requirements:
Ensure that excellent customer service is maintained and delivered to the highest standard
A practical and proactive approach to the 24*7 Service Desk Operation
Deliver customer service to the highest standard
Strong Customer Service Skills
A positive approach to problem solving 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 on-going 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 to thrive at work.
The additional benefits with this role:
34 days holiday, including public holidays, plus 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. Learn more about Telent