Job Description

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 is a 6 month fixed term contract and will be based from our Feltham depot TW14 0AF and will work 12 hrs shifts, 4 on 4 off days and nights.

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 role

Who 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
• This role will be on a shift rotation of 4 on, 4 off, working 12-hour shifts Days and Nights

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:

• 25 shifts holiday per year and the option to buy or sell days annually pro rata
• 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:

Click here for Telent Video!

We’re passionate about creating an environment that champions diversity and inclusion, where everyone feels they belong, can be themselves and empowered to reach their full potential. People are at the heart of our business, and we believe that our teams should reflect the diverse experiences and backgrounds of the communities we support.

#LI-ONSITE

About Telent
Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology. of the UK’s critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you’ll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You’ll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.
Brilliance brought together.

We are guided by our values and behaviours:
Be Inclusive
Take Responsibility
Collaborate
Be Customer-focussed