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- Tasks: Support customers and manage incidents in a fast-paced service centre environment.
- Company: Join Telent, a leader in keeping critical networks connected.
- Benefits: Flexible shifts, training opportunities, and a supportive team culture.
- Other info: Great career progression opportunities in a dynamic and collaborative setting.
- Why this job: Make a real difference by ensuring seamless communication for everyone.
- Qualifications: Experience in customer service or a 24/7 service environment is a plus.
The predicted salary is between 25000 - 30000 £ 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 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 in our Feltham depot TW14 0AF and will work Monday to Friday and flexibility is required to provide cover for shifts when required.
What you'll do:
- Maintain high levels of incident ownership throughout the incident lifecycle to a satisfactory customer resolution.
- Providing first level support and ownership for all incidents and requests.
- Initial incident triage of all requests.
- Ensuring timely call resolution to achieve SLA's.
- Meeting Service Desk (KPI) Key Performance Indicators.
- Pro-active contact with suppliers including escalations when necessary.
- Have direct liaison with our customer on the phone, email and via bespoke systems for the role.
Who you are:
If you care about good customer service and have worked in a 24/7 Service Centre, Service Desk or Customer Service environment then this might be the next step in your career as training will be given.
Key Requirements:
- Ensure that excellent customer service is maintained and delivered to the highest standard.
- A practical and proactive approach to the 24*7 Service Desk Operation.
Service Centre Operator employer: Telent
Contact Detail:
Telent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Centre Operator
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Telent on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and incident management. We recommend role-playing with a friend to get comfortable with your responses and show off your skills.
✨Tip Number 3
Show your passion for customer service during the interview. Share specific examples of how you've gone above and beyond for customers in the past. This will help you stand out as someone who truly cares about delivering a first-class service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Telent.
We think you need these skills to ace Service Centre Operator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Service Centre Operator. Highlight any experience you have in customer service or working in a 24/7 environment, and don’t forget to mention your problem-solving skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about providing excellent customer service and how your previous experiences make you a perfect fit for our team at Telent.
Showcase Your Communication Skills: Since this role involves liaising with customers and suppliers, make sure to demonstrate your strong communication skills in your application. Use clear and concise language, and don’t shy away from sharing examples of how you've effectively resolved issues in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status!
How to prepare for a job interview at Telent
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Service Centre Operator. Familiarise yourself with incident management processes and the importance of meeting SLAs. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Showcase Your Customer Service Skills
Since this role is all about delivering excellent customer service, prepare examples from your past experiences where you've gone above and beyond for customers. Highlight your ability to handle difficult situations and how you maintained professionalism under pressure.
✨Practice Incident Triage Scenarios
Be ready to discuss how you would approach incident triage. Think about how you would prioritise incidents based on urgency and impact. Practising these scenarios can help you articulate your thought process during the interview.
✨Ask Insightful Questions
Prepare some thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, the tools they use for incident management, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.