Service Centre Operator

Job Brief

Looking for a candidate for an immediate start and lives within short commutable distance our head office in Elford.

You will be a member of a growing team that manages incoming calls, emails and enquiries from our customers regarding their mobile or fixed telecoms estates. The Service Centre Operator provides first-line technical and customer support for telecommunications services, including voice, data, and connectivity solutions. The role is responsible for diagnosing faults, resolving service issues, and ensuring a high level of customer satisfaction through efficient and professional support.

Key Responsibilities

• Act as the first point of contact for telecom-related incidents, service requests, and enquiries
• Provide troubleshooting and resolution for issues relating to voice services, Hardware or software issues and connectivity
• Log, manage, and track incidents using a ticketing system, ensuring accurate documentation and timely updates
• Escalate complex or unresolved issues to second- or third-line support teams in line with SLAs
• Liaise with internal teams, suppliers, and network providers to coordinate fault resolution
• Perform basic configuration and provisioning tasks for telecom services where required
• Ensure all work complies with company processes, security standards, and regulatory requirements
• Deliver clear, professional communication to customers at all times

Experience and skills

• Previous experience in a telecoms, IT helpdesk, or technical support role (preferred but not essential)
• Basic understanding of telecommunications
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Ability to work under pressure and manage multiple tickets simultaneously
• Customer-focused approach with strong attention to detail
• Experience using ticketing systems and remote support tools (beneficial but not required)
• Proficient in relevant computer applications (Outlook, Word, Excel)
• Able to work independently within a team setting
• Organisational skills
• Attention to detail

Schedule
Monday - Friday, 37.5 hours per week. 9am - 5.30pm

Holiday
24 days per annum + bank holidays, rising to 29 days with service
Additional half day's annual leave each month

Location of Work
Due to the location of our offices you must hold a full UK driving license

Job Type: Full-time

Pay: £26,230.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• On-site parking
• Private medical insurance

Licence/Certification:

• driving license, or are you able to reliably commute? (required)

Work Location: In person