At a Glance
- Tasks: Provide real-time support to field surveyors and resolve survey-related issues.
- Company: Join a leading telecom company with a focus on innovation and teamwork.
- Benefits: Competitive daily rate, hands-on experience, and potential for contract extension.
- Other info: Dynamic work environment with opportunities for growth in the telecom sector.
- Why this job: Be the first point of contact and make a difference in live survey operations.
- Qualifications: 1-2 years in customer support with strong communication and problem-solving skills.
The predicted salary is between 44595 - 54505 £ per year.
Location: Leeds (On-site, 5 days/week at customer location)
Contract Type: 6 Months + likely extension
Shift: Monday–Friday, BAU Hours (Day Shift)
Salary: £102–£105 per day
Start Date: End of Sep 2026 (Urgent Onboarding)
About the Role
We’re recruiting 5 NSD Survey Support Agents / IT Support engineers to provide real-time operational support to Openreach field surveyors undertaking Ethernet and Network Site Delivery (NSD) surveys. As the first point of contact, you’ll investigate and resolve survey-related issues, coordinate across multiple systems, and ensure surveys progress without delay. This is a full-time voice support role requiring excellent communication, problem-solving, and decision-making skills. You’ll work from our customer’s Bristol site, supporting live surveys and maintaining high levels of service quality and compliance.
Key Responsibilities
- Answer inbound survey or calls within agreed service levels and provide immediate support during live site surveys.
- Investigate and resolve issues affecting survey completion (e.g., access arrangements, contact details, scheduling conflicts, task allocation).
- Handle survey-related enquiries professionally and return dropped calls promptly to minimise delays.
- Support survey re-booking, cancellation, or amendment activities and identify root causes preventing completion.
- Coordinate with internal stakeholders (e.g., survey planners, access teams, customer contacts) to resolve complex operational issues.
- Update all relevant systems accurately following call resolution and maintain complete, auditable records.
- Follow Openreach processes, procedures, and decision trees while adhering to security, governance, and compliance requirements.
- Monitor survey progress proactively and escalate unresolved issues through appropriate operational channels.
Required Skills & Experience
- 1–2 years’ experience in call handling, service desk, or customer support (high-volume inbound calls).
- Excellent verbal communication – confident, clear, and professional phone manner for live surveyor support.
- Strong questioning & active listening skills – able to extract accurate information quickly under pressure.
- Multi-system proficiency – comfortable navigating 2–3+ platforms simultaneously (CRM, scheduling, survey databases).
- High attention to detail – accurate data entry and complete record-keeping.
- Problem-solving & decision-making – able to investigate root causes and implement corrective actions in real-time.
- Process-driven mindset – experience following strict procedures, decision trees, and compliance requirements.
- Time management – able to handle multiple inbound calls while meeting SLAs and returning dropped calls promptly.
Desirable (Nice-to-Have)
- Experience in telecoms, utilities, or field operations (e.g., Openreach, BT, energy providers, cabling engineers).
- Background in IT service desk roles.
- Familiarity with ITIL, ticketing systems, or survey coordination tools (e.g., GIS, network planning platforms).
- Understanding of Ethernet, fibre, or NSD survey processes (training will be provided).
NSD Survey Support Agent (Field Surveyor Support) – Leeds in London employer: Flying Colours Consultancy Limited
Flying Colours Consultancy is an exceptional employer, offering a dynamic work environment in Kemsley where innovation meets collaboration. As an IT Engineer Asset Verification Engineer, you will benefit from a supportive culture that prioritises employee growth through hands-on experience and mentorship, while also enjoying the unique opportunity to contribute to significant industrial projects. With a focus on continuous improvement and teamwork, this role promises meaningful engagement and professional development in a thriving sector.
Contact Details:
Flying Colours Consultancy Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land NSD Survey Support Agent (Field Surveyor Support) – Leeds in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flying Colours Consultancy Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Flying Colours Consultancy Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace NSD Survey Support Agent (Field Surveyor Support) – Leeds in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Flying Colours Consultancy Limited:Your cover letter is your chance to shine! Tell us why you want to work at Flying Colours Consultancy Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Flying Colours Consultancy Limited!
How to prepare for a job interview at Flying Colours Consultancy Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
