Job Title: Customer Service Representative
Location: Portsmouth, Hampshire & Hybrid Working Arrangements
Compensation: Competitive Salary + Benefits
Role Type: Full time / Permanent
Role ID: SF
Be the First Line of Defence in a Fast-Paced Tech Environment
At Babcock we’re working to create a safe and secure world, together, and if you join us, you can play your part as a Customer Service Representative at our Lakeside site, near Portsmouth, Hampshire.
The role
As a Customer Service Representative, you’ll have a role that’s out of the ordinary. This is an opportunity to build your career in IT. You’ll be the first point of contact for IT support across Babcock’s UK and international operations. This is a customer-facing role where your expertise and communication skills will help resolve issues quickly and efficiently, ensuring our teams can continue delivering critical services in defence, aerospace and engineering.
Day-to-day, you’ll be:
1. Answering incoming contacts including calls and live chat, logging and updating tickets to agreed standards
2. Using active listening to understand and prioritise customer needs against SLAs
3. Diagnosing and resolving technical issues using first line fix criteria
4. Escalating incidents to 2nd and 3rd line support when needed
5. Delivering exceptional customer service and meeting performance targets
This role is full time, 37.5 hours per week working Monday to Friday, earliest start 6.30am and latest finish 5.30pm and is based at our Lakeside Offices and provides hybrid working arrangements.
Essential experience of the Customer Service Representative:
6. Proven experience in delivering excellent customer service in any industry either over the phone or a face-to-face role will be considered
7. Strong customer service skills, both face-to-face and over the phone
8. Ideally you will have experience using a Service Management system to manage incidents and requests
9. Confident IT user with the ability to apply technical fixes using standard IT toolsets or learn how to do so
10. Skilled in active listening and problem analysis
Qualifications for the Customer Service Representative:
11. We value difference and don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and/or willingness to learn then we would like to hear from you
Security Clearance
The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role.
Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at .
What we offer
12. Generous holiday allowance
13. Matched contribution pension scheme, with life assurance
14. Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
15. Employee share scheme
16. Employee shopping savings portal
17. Payment of Professional Fees
18. Reservists in the armed forces receive 10‑days special paid leave
19. Holiday Trading to buy or sell annual leave
20. ‘Be Kind Day’ paid volunteering leave
21. Flexible working options where business needs allow
22. A dynamic working environment with long‑term career development opportunities