Customer Service Agent

Please be advised this role is working on a shift rotation of 4 on 4 off, these are 12-hour shifts working across both days and nights.

• Providing first level support and ownership for all incidents and requests
• Initial incident triage of all requests
• Maintaining the rapport with customers by displaying a detailed understanding of their support requirements
• Maintaining high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
• The Pro-active contact with suppliers including escalations when necessary
• Ensuring timely call resolution to achieve SLA’s
• Following the Escalations Procedure and understanding the process
• Meeting Service Desk (KPI) Key Performance Indicators
• Dispatching engineers to resolve issues
• Ensuring that we maintain excellent customer service
• Actioning requests quickly and efficiently and ensuring actions are followed u in a timely manner, providing stakeholders with updates and meeting any promises that are made.
• Administration duties
• Writing reports

• Strong Customer Service Skills.
• Strong Organisational Skills.
• Strong Written and Verbal Communications.
• A positive approach to customer service
• A positive approach to problem solving
• The ability to remain calm under pressure
• A practical approach to owning and escalating issues

• 24 days holiday, plus the option to buy or sell five days each year
• Company pension scheme
• A range of family friendly policies including childcare vouchers
• An employee-funded car leasing scheme
• Occupational health support
• Telent Rewards Scheme

So why choose telent for your next opportunity?

• To build, run and maintain a successful network, you need a connected approach – a team you can trust from strategy to support, and everything in between. At telent, this is what we do!
• As part of our team, you could be working with some of the biggest names in the Traffic, Rail, Public Safety, Defence and Service Provider sectors including London Underground, Network Rail, Transport for London, RNLI, MOD and Virgin Media. You’ll help us ensure the most important messages get through – however tough the conditions.
• Here are just some of the ways we’re different:
  • You’ll go further with us. We understand the importance of career development and will give you all the support you need to realise your potential. You’ll receive formal training, e-learning and mentoring from top professionals. And we offer opportunities to transfer to other sectors – or even different technology areas.
  • You’ll make a difference. You could be working outdoors, battling the elements, or in one of our many offices helping us develop the network infrastructures of tomorrow.
  • You’ll be treated as an individual. We’re not a vast corporation, which means every individual counts. With us, you’ll be valued and supported, involved and empowered from day one.
  • You’ll be well rewarded. We offer salary progression that reflects market rates and personal performance, a flexible working environment and excellent training.