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Client:
Telent
Location:
London, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
3
Posted:
21.03.2025
Expiry Date:
05.05.2025
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Job Description:
Service Centre Operator - London, United Kingdom (Hybrid)
Job Info
* Job Identification: 1312
* Job Category: Operations Delivery
* Posting Date: 03/17/2025, 05:01 PM
* Locations: Unit A-B, London, E16 4TL, GB (Hybrid)
* Apply Before: 03/31/2025, 04:01 PM
* Job Schedule: Full time
* Driving Required: No
* Proposed contract start date: 03/24/2025
* Drug and Alcohol Testing Required: Yes
Job Description
We are currently looking for a Service Centre Operator to join our high performing team within the Service Centre based in the Canning Town area.
You will support the Service Centre in delivering the day-to-day operation for the 24/7 Service Centre. The Service Centre is responsible for providing first level support and ownership of all incidents and requests, being the single point of contact for customers often dealing with mission-critical systems and services.
The 24/7 Service Centre provides network management, 1st and 2nd line maintenance, asset management, logistics services, and remote monitoring support to Telent’s customers for their business-critical equipment. Some of the industries that the Service Centre supports include London Underground, Pan TfL, Train Operating Companies, and telecommunications providers.
Please be advised this role is working on a shift rotation of 4 on 4 off, with 12-hour shifts.
Key Objectives:
* Providing first level support and ownership for all incidents and requests.
* Initial incident triage of all requests.
* Maintaining 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.
* 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 up in a timely manner, providing stakeholders with updates and meeting any promises made.
* Administration duties.
Deliverables include:
* Deliver customer service to the highest standard.
* A practical and proactive approach to the 24/7 Service Desk Operation.
* Open and honest communication as part of the Service Centre team, focusing on issue resolution and service excellence.
* Recognising the need for continuity of delivery 24/7, 365 days a year.
* Creating a team atmosphere where all in shift respect and value the importance of their role within the team.
Experience:
* Experience working in complex environments or within a 24-hour service structure.
* Working to and achieving key SLA metrics.
* Previous experience of working shifts / working flexibly.
* Full training will be provided for successful applicants.
Skills/Qualifications:
* 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.
Desirable:
* Understanding the diversity of our customers to modify organisational approach to achieve best fit.
* Experience in planning or speaking to internal resources.
What we offer:
* 34 days holiday, plus the option to buy or sell five days each year.
* Company pension scheme.
* A range of family-friendly policies.
* Occupational health support and wellbeing portal.
* Discounts on cinema, restaurants, and shopping with the Telent Reward scheme.
About Telent
Click here for Telent Video!
Brilliance brought together.
We are guided by our values and behaviours:
* Be Inclusive.
* Take Responsibility.
* Collaborate.
* Be Customer-focused.
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