Customer Service Representative

Babcock Mission Critical Services España SA.; Portsmouth; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Digital GP

Employee share scheme

Shopping portal

Professional fees paid

Reservists leave

Holiday trading

Flexible working

Career development

Job summary

Babcock International is seeking a Customer Service Representative at the Lakeside site near Portsmouth, Hampshire. This hybrid, full-time role is the first point of contact for IT support across UK and international operations, resolving issues quickly to keep critical services running in defence, aerospace and engineering.

You will handle calls, live chat and tickets, log and update them to standards, and escalate where needed, while maintaining high customer service levels and meeting SLAs.

Qualifications

• Proven experience delivering excellent customer service.
• Strong communication and problem-solving skills.
• Willingness to learn and adapt in IT support.

Responsibilities

• Answering calls and live chat and logging tickets to standard.
• Prioritising customer needs against SLAs.
• Diagnosing IT issues using first-line techniques.
• Escalating incidents to second/third line when needed.
• Delivering professional service and meeting targets.

Skills

Customer service

Active listening

IT support

Communication

Ticket logging

Tools

Service Management System

Job description

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Customer Service Representative

Location: Portsmouth, GB, PO6 3EN

Onsite or Hybrid: Hybrid

Job Title: Customer Service Representative
Location: Portsmouth, Hampshire & Hybrid Working Arrangements
Compensation: Competitive Salary + Benefits
Role Type: Full time / Permanent
Role ID: SF64813

Be the First Line of Defence in a Fast-Paced Tech Environment

At Babcock we're working to create a safe and secure world, together, and if you join us, you can play your part as a Customer Service Representative at our Lakeside site, near Portsmouth, Hampshire.

The role

As a Customer Service Representative, you'll have a role that's out of the ordinary. This is an opportunity to build your career in IT. You'll be the first point of contact for IT support across Babcock's UK and international operations. This is a customer-facing role where your expertise and communication skills will help resolve issues quickly and efficiently, ensuring our teams can continue delivering critical services in defence, aerospace and engineering.

Day-to-day, you'll be:

• Answering incoming contacts including calls and live chat, logging and updating tickets to agreed standards
• Using active listening to understand and prioritise customer needs against SLAs
• Diagnosing and resolving technical issues using first line fix criteria
• Escalating incidents to 2nd and 3rd line support when needed
• Delivering exceptional customer service and meeting performance targets

This role is full time, 37.5 hours per week working Monday to Friday, earliest start 6.30am and latest finish 5.30pm and is based at our Lakeside Offices and provides hybrid working arrangements.

Essential experience of the Customer Service Representative:

• Proven experience in delivering excellent customer service in any industry either over the phone or a face-to-face role will be considered
• Strong customer service skills, both face-to-face and over the phone
• Ideally you will have experience using a Service Management system to manage incidents and requests
• Confident IT user with the ability to apply technical fixes using standard IT toolsets or learn how to do so
• Skilled in active listening and problem analysis

Qualifications for the Customer Service Representative:

• We value difference and don't have a fixed idea when it comes to background or education, provided you can show the required level of experience and/or willingness to learn then we would like to hear from you

Security Clearance
The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available atUnited Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk) .

What we offer

• Matched contribution pension scheme, with life assurance
• Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+
• Employee share scheme
• Employee shopping savings portal
• Payment of Professional Fees
• Reservists in the armed forces receive 10-days special paid leave
• Holiday Trading to buy or sell annual leave
• Flexible working options where business needs allow
• A dynamic working environment with long-term career development opportunities

Babcock International

We're Babcock a global FTSE 100 organisation with over 26,000 people working together to make a difference.

Here, you'll be part of something bigger. From initial design to final decommissioning, your work will contribute to products and services that are essential to national security and public infrastructure. Together, we're building a future that lasts not just through the impact we make, but through meaningful careers that respect your work-life balance.

We call that lifetime engineering.

Join us and see how far we can go, together.

We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please [e-mail] with the subject header 'Reasonable adjustments requirement'. We're committed to building an inclusive culture where everyone's free to thrive. We are happy to talk about flexible working - please ask about alternative patterns of work at interview.