Customer Service Representative FTC

Babcock International; Rudloe; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Generous holiday allowance

Pension scheme (matched contributions)

Digital GP access

Employee share scheme

Flexible working

Dynamic working environment

Job summary

Babcock International is hiring a Customer Service Representative at Hawthorn, near Corsham, Wiltshire. You will be the first point of contact for customers relying on satellite communications in a defence context, working in a fast-paced contact centre to deliver exceptional service and maintain essential communications.

The role involves handling enquiries, service requests and incidents, collaborating with multiple departments, and upholding security clearance requirements.

Qualifications

• Proven communication skills (listening, written and verbal) and ability to stay calm and professional when dealing with customers.
• Comfort with telephone and IT systems, including Microsoft Word, Excel and Outlook.

Responsibilities

• Record details on CRM systems and handle contacts in accordance with service performance commitments.
• Interact with other departments to resolve cases and keep users updated on progress.
• Promote a positive image and quality service culture with professional presentation.
• Develop desk standards, procedures and processes in line with SLAs and KPIs.
• Perform general administration duties in support of the contact centre and related IT tools.
• Adhere to Health and Safety, Security, Ethics and Compliance policies.

Job description

Be the first point of contact for technology that helps keep the world connected and secure. At Babcock, we're working to create a safe and secure world, together. If you join us, you can play your part as a Customer Service Representative at Hawthorn, near Corsham, Wiltshire. This is an exciting opportunity to join our Mission Technologies business, supporting critical satellite communications services used within the defence sector. You'll become part of a collaborative team delivering 24/7 customer support, helping ensure essential communications remain operational when they matter most. The role As a Customer Service Representative, you'll play a vital role in supporting customers who rely on sophisticated satellite communication systems every day. Working within a fast-paced contact centre environment, you'll be the first point of contact for customer enquiries, service requests and incidents, helping to deliver an exceptional service experience while contributing to technology that supports national security and defence operations. This role offers excellent exposure to advanced communications systems, valuable career development opportunities and the chance to build specialist knowledge within a growing and innovative business Day-to-day, you'll be required to:

• Record details on CRM systems and handle contacts in accordance with service performance commitments.
• Interreact with other departments and groups to resolve cases and keep users and customers updated on progress with their requests.
• Promote a positive image and a quality service culture demonstrating a good personal presentation especially when dealing with the customer.
• Develop desk standards, procedures and processes in line with SLAs, KPIs, best practice and business needs.
• Perform general administration duties in support of work carried out in the Contact Centre, whilst working on multi domain IT Networks, tools and applications in line with current security procedures.
• Adhere to all aspects of company policy related to Health and Safety, Security, Ethics and Compliance.
• Proven communication skills (listening, written and verbal) and demonstrate confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations with both colleagues and customers.
• Pro-active and self‑disciplined with the ability to use own initiative.
• Attention to detail in all work activities with the ability to prioritise workload and manage stress tolerance.
• Competent with telephone and IT systems with intermediate knowledge and current use of Microsoft Office applications (Word, Excel and especially Outlook).
• 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.
• The successful candidate must be able to achieve and maintain Standard (BPSS) and Security Check (SC) security clearance for this role.
• This role is full time, 42 hours per week and is based at Hawthorn, Corsham. Shift pattern will be 4 on, 4 off rotation consisting of two 12-hour day shifts followed by two 12-hour night shifts, then four days off.

We're Babcock - a global FTSE 100 organisation with over 29,000 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.

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 at United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk).

What we offer

• Generous holiday allowance
• 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 is a benefit that allows the majority of employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement
• 'Be Kind Day' enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity
• Flexible working - we give people more options to better integrate their work and personal life, whilst ensuring that business needs are met
• A dynamic working environment