Field Survey Support & IT Helpdesk - Bristol (On-site)

Flying Colours Consultancy Limited; West of England; Sur place; GBP 19 000 - 20 000; Plein temps

Résumé du poste

Flying Colours Consultancy Limited is recruiting 3 NSDSurveySupport Agents/IT Support Engineers to provide real-time operational support to Openreach field surveyors undertaking Ethernet and Network Site Delivery (NSD) surveys. As the first point of contact, you’ll investigate and resolve survey-related issues, coordinate across multiple systems, and ensure surveys progress without delay.

The role is full-time at the Bristol site, with a focus on excellent communication and problem-solving in a

Qualifications

• 1–2 years’ experience in call handling, service desk, or customer support (high-volume inbound calls).
• Excellent verbal communication – confident, clear, and professional phone manner for live survey support.
• Strong questioning and active listening skills – extract accurate information quickly under pressure.
• Multi-system proficiency – navigate 2–3+ platforms simultaneously (CRM, scheduling, survey databases).
• High attention to detail – accurate data entry and complete records.
• Problem-solving and decision-making – investigate root causes and implement corrective actions in real time.
• Process-driven mindset – follow strict procedures and governance requirements.
• Time management – handle multiple inbound calls while meeting SLAs and minimizing dropped calls.

Responsabilités

• Answer inbound survey or calls within agreed service levels and provide immediate support during live site surveys.
• Investigate and resolve issues affecting survey completion (access, contacts, scheduling conflicts, task allocation).
• Handle survey-related inquiries professionally and return dropped calls promptly to minimise delays.
• Support survey re-booking, cancellation, or amendment activities and identify root causes preventing completion.
• Coordinate with internal stakeholders (survey planners, access teams, customer contacts) to resolve complex operational issues.
• Update all relevant systems accurately following call resolution and maintain complete, auditable records.
• Follow Openreach processes, procedures, and decision trees while adhering to security, governance, and compliance requirements.
• Monitor survey progress proactively and escalate unresolved issues through appropriate channels.

Connaissances

Call handling

Verbal communication

Active listening

Multi-system proficiency

Attention to detail

Problem-solving

Process-driven

Time management

Outils

CRM

Scheduling

Survey databases

Description du poste

Flying Colours Consultancy Limited is recruiting 3 NSDSurveySupport Agents/IT Support Engineers to provide real-time operational support to Openreach field surveyors undertaking Ethernet and Network Site Delivery (NSD) surveys. As the first point of contact, you’ll investigate and resolve survey-related issues, coordinate across multiple systems, and ensure surveys progress without delay.

The role is full-time at the Bristol site, with a focus on excellent communication and problem-solving in a