We're the UK’s leading business telephony and cloud communications provider.
Delivering IT services, contact centre technology, unified comms, fixed-line voice, connectivity, and managed cloud solutions.
Join our Team as a Queue Controller!
Location: Whiteley (Office based)
Salary: £26,500 Per Annum + KPI Bonus
Hours: Monday – Friday 08:30 – 17:00
About the role:
This is a fast‑paced, impact‑driven role for someone who thrives on keeping operations moving and customers happy. As Queue Controller you’ll be the heartbeat of our Technical Support function — ensuring every case is progressing, every engineer is supported, and every customer feels the benefit of a smooth, well‑managed service experience. You’ll bring a relentless customer‑first mindset, sharp operational awareness, and the confidence to intervene, escalate, and drive action when it matters most.
What makes you a great fit:
* Strong analytical skills to spot delays, risks, and trends quickly.
* Experience in administrative roles with strong organisational discipline.
* Understanding of SLA importance and how it impacts customer experience.
* Clear communicator who collaborates confidently across teams.
* Customer‑first mindset with a drive to improve outcomes.
* Resilient and determined when facing operational challenges.
* Technical understanding across connectivity, telephony, and hosted services.
* Salesforce confident in case handling and prioritisation.
* Fair workload judgement to allocate cases proportionately..
Key responsibilities:
* Manage daily queues and ensure tickets move with clear ownership.
* Distribute cases fairly based on skill, workload, and impact.
* Monitor ageing and SLAs and act before delays occur.
* Prioritise major incidents and critical customer issues.
* Support engineers with complex technical faults.
* Escalate effectively to internal teams and suppliers.
* Coordinate across departments to reduce delays.
* Support major incident activity and track actions.
* Improve performance metrics including MTTR, FCR, and SLA.
* Identify recurring issues and process gaps.
* Review case quality and highlight skill gaps.
* Promote best‑practice handling and strong communication.
* Produce accurate reporting on queues, risks, and trends.
* Flag operational risks early to management.
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
* 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, 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.
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.