Senior Service Centre Operator

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 Senior 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 will be based from our Feltham depot TW14 0AF and will work 12‑hour 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.
• Liaise with 3rd party contractors, utilities companies and Local Authorities to progress planned works.
• Have direct liaison with our customer on the phone, email and via bespoke systems for the role.
• Use ServiceNow to plan works and check validity of information.
• Provide support and training to Service Desk Operatives whilst on shift and be a role model to staff.
• Meet Service Desk (KPI) Key Performance Indicators.
• Maintain the rapport with customers by displaying a detailed understanding of their support requirements.

Who you are:

If you care about good customer service, have worked in a 24/7 Service Centre or Service Desk environment and is used to ensuring timely call resolution to achieve SLA’s, then this might be the next step in your career.

Key Requirements:

• Ensure that excellent customer service is maintained and delivered to the highest standard.
• This role will be on a shift rotation of 4 on, 4 off, working 12‑hour shifts Days and Nights.
• Have previous experience of working with a Service Centre / Service Desk environment ideally in a 24/7 environment.
• A practical approach to owning and escalating issues.

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.
• 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.

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.