Job Title: 2nd Line Support Specialist
£28,000 + Incentives and overtime
£500 bonus paid after completion of a successful 6-month probation!
Horsham | 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 problemsolving ability and attention to detail
Ability to stay calm under pressure and manage competing priorities
A proactive, teamfocused 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.