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- Tasks: Support customers and engineers in a dynamic 24/7 service environment.
- Company: Join Telent, a leader in connecting critical networks.
- Benefits: Enjoy 25 days holiday, pension scheme, and discounts on shopping and dining.
- Why this job: Make a real impact while developing your skills in a supportive team.
- Qualifications: Experience in a Service Centre or Service Desk is essential.
- Other info: Embrace a culture of diversity and inclusion while growing your career.
The predicted salary is between 36000 - 60000 £ per year.
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 nation's 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. This role will be based from our Feltham depot TW14 0AF and will work 12 hrs shifts, 4 on 4 off days and nights.
Responsibilities:- 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.
If you care about good customer service, have worked in a 24/7 Service Centre or Service Desk environment and are used to ensuring timely call resolution to achieve SLAs, 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.
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 ongoing 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.
Learn more about Telent by exploring our information resources and videos about the company values and culture. 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.
Senior Service Centre Operator in Frome employer: Telent Technology Services Ltd
Contact Detail:
Telent Technology Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Centre Operator in Frome
✨Tip Number 1
Get to know the company! Before your interview, dive into Telent's values and culture. This will help you connect your experiences with what they care about, showing them you're not just another candidate.
✨Tip Number 2
Practice makes perfect! Run through common interview questions and think about how your past experiences relate to the Senior Service Centre Operator role. We want you to feel confident and ready to impress!
✨Tip Number 3
Show off your customer service skills! Be prepared to share specific examples of how you've handled tough situations in a 24/7 environment. This is your chance to shine and demonstrate your problem-solving abilities.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in joining the Telent team!
We think you need these skills to ace Senior Service Centre Operator in Frome
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service, especially in a 24/7 environment. We want to see how you've maintained high levels of incident ownership and resolved issues effectively.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements mentioned in the job description. We love seeing candidates who take this extra step.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that make it easy for us to see your qualifications and experience at a glance.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Telent Technology Services Ltd
✨Know Your Stuff
Make sure you understand the role of a Senior Service Centre Operator inside out. Familiarise yourself with the responsibilities listed in the job description, especially around incident ownership and customer service. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Experience
Prepare specific examples from your past work in a 24/7 Service Centre or Service Desk environment. Highlight how you've maintained high levels of customer service and resolved incidents effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses for clarity.
✨Brush Up on ServiceNow
Since you'll be using ServiceNow in this role, it’s a good idea to familiarise yourself with its functionalities. If you have experience with it, be ready to discuss how you've used it to plan works or check information validity in previous roles. If not, do a bit of research to understand its basic features.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. This could be about the team dynamics, the training provided for new staff, or how success is measured in the role. It shows that you're engaged and serious about contributing to the company’s goals.
