Fault Controller

Onecom; Southend-on-Sea; On-site; GBP 26,000; Full time

Job summary

A leading communication technology provider in the UK is seeking a Fault Controller to enhance the technical support process. The role involves managing fault resolutions with a strong focus on customer experience, utilizing tools like Salesforce, and engaging in continuous improvement initiatives. Ideal candidates are proactive problem solvers with excellent communication skills. This position offers a competitive salary and extensive perks, including generous leave and wellness support.

Benefits

25 days holidays + bank holidays

Birthday day off

12 paid flexible hours

EV Scheme

9% pension contribution

Employee awards and discounts

Company events

In-House Training Academy

Mental health support

Gym discounts

Responsibilities

• Drive fault resolution with a customer-first mindset.
• Promote a culture to accelerate fix times.
• Coordinate escalations for quick turnarounds.
• Monitor and report SLA breaches.
• Improve metrics like Mean Time to Resolution.
• Diagnose complex network faults.
• Communicate effectively with support and engineering.
• Report fault statuses and escalate when necessary.
• Review case progress and support training.
• Suggest process improvements.

Skills

Understanding of product suite and fault management procedures

Familiarity with PSTN/xDSL/FTTx, Ethernet, VOX

Strong grasp of Salesforce for technical workflows

Ability to judge workloads

Proactive in identifying delays

Analytical thinking and problem-solving skills

Excellent communication skills

Focus on improving customer experience

Perseverance

Job description

Join our Team as a Fault Controller!

Location: Shoeburyness

Salary: £26,000 Per Annum

Hours: Monday-Friday 8.30am-5.30pm

About the role:

We’re looking for a tenacious and customer-focused Fault Controller to keep our technical support engine running at peak performance. In this dynamic role, you’ll be the heartbeat of our fault management process; reviewing cases, triggering the smartest next steps, and ensuring no issue remains unresolved. Your decisions will keep processes fair, fast, and customer-centric. If you thrive in high-energy environments and have a passion for continuous improvement, you’ll find this role rewarding.

What makes you a great fit:

• Deep understanding of Onecom’s product suite and fault management procedures
• Familiar with PSTN/xDSL/FTTx, Ethernet, VOX, Vox One, and inbound services
• Strong grasp of Salesforce for technical support workflows
• Able to judge workloads and distribute cases evenly across teams
• Proactive in identifying delays, escalations, and risks to SLAs
• Analytical thinker with problem-solving skills
• Excellent communication skills across technical and non-technical teams
• Focus on improving the customer experience
• Perseverance when facing obstacles or setbacks

Key responsibilities:

• Drive fault resolution across teams with a customer-first mindset
• Promote a next-best-action culture to accelerate fix times
• Coordinate escalations with suppliers for quick turnarounds
• Monitor and report SLA breaches
• Improve metrics like Mean Time to Resolution and First Call Resolution
• Diagnose and resolve complex network faults
• Communicate effectively with support, engineering, and provisioning teams
• Report fault statuses and escalate issues when necessary
• Review case progress, identify skill gaps, and support training
• Suggest process improvements for continuous enhancement

Perks for our People:

• Holidays: 25 days + bank holidays, buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• EV Scheme: Lease a brand-new electric car
• Lifestyle: 9% pension contribution, 4x salary life assurance
• Rewards: Employee awards, discounts on tech
• Socials: Company events
• Development: In-House Training Academy
• Wellbeing: Mental health support, Calm App, gym discounts, cycle scheme, free breakfast & fruit, eye-care vouchers, financial wellbeing support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

Our values:

We champion Innovation, Integrity, Ambition, Knowledge, and Inspiration.

ED&I:

We are committed to equity, diversity, and inclusion. Candidates are encouraged to complete our equality monitoring form as part of the application. Responses are anonymous and help shape our future initiatives.