NSD Survey Support Agent (Field Surveyor Support) – Bristol

Flying Colours Consultancy Limited; West of England; Presencial; GBP 19 000 - 20 000; Tempo integral

Resumo da oferta

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

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Call handling

Verbal communication

Active listening

Multi-system proficiency

Attention to detail

Problem-solving

Process-driven

Time management

Ferramentas

CRM

Scheduling

Survey databases

Descrição da oferta de emprego

JobTitle: NSDSurveySupportAgent(FieldSurveyorSupport)/ITSupportEngineer

Location: Bristol(On-site,5days/weekatcustomerlocation)

ContractType: 6Months+likelyextention

Shift: Monday–Friday,BAUHours(DayShift)

Salary: £102–£105perday

StartDate: EndofSep2026(UrgentOnboarding

AbouttheRole

We’rerecruiting3NSDSurveySupportAgents/ITSupportEngineertoprovidereal-timeoperationalsupporttoOpenreachfieldsurveyorsundertakingEthernetandNetworkSiteDelivery(NSD)surveys.Asthefirstpointofcontact,you’llinvestigateandresolvesurvey-relatedissues,coordinateacrossmultiplesystems,andensuresurveysprogresswithoutdelay.

Thisisafull-timevoicesupportrolerequiringexcellentcommunication,problem-solving,anddecision-makingskills.You’llworkfromourcustomer’sBristolsite,supportinglivesurveysandmaintaininghighlevelsofservicequalityandcompliance.

KeyResponsibilities

• Answerinboundsurveyorcallswithinagreedservicelevelsandprovideimmediatesupportduringlivesitesurveys.
• Investigateandresolveissuesaffectingsurveycompletion(e.g.,accessarrangements,contactdetails,schedulingconflicts,taskallocation).
• Handlesurvey-relatedenquiriesprofessionallyandreturndroppedcallspromptlytominimisedelays.
• Supportsurveyre-booking,cancellation,oramendment activitiesandidentifyrootcausespreventingcompletion.
• Coordinatewithinternalstakeholders(e.g.,surveyplanners,accessteams,customercontacts)toresolvecomplexoperationalissues.
• Updateallrelevantsystemsaccuratelyfollowingcallresolutionandmaintaincomplete,auditablerecords.
• FollowOpenreachprocesses,procedures,anddecisiontreeswhileadheringtosecurity,governance,andcompliancerequirements.
• Monitorsurveyprogressproactivelyandescalateunresolvedissuesthroughappropriateoperationalchannels.

RequiredSkills&Experience

• 1–2years’experienceincallhandling,servicedesk,orcustomersupport(high-volumeinboundcalls).
• Excellentverbalcommunication–confident,clear,andprofessionalphonemannerforlivesurveyorsupport.
• Strongquestioning&activelisteningskills–abletoextractaccurateinformationquicklyunderpressure.
• Multi-systemproficiency–comfortablenavigating2–3+platformssimultaneously(CRM,scheduling,surveydatabases).
• Highattentiontodetail–accuratedataentryandcompleterecord-keeping.
• Problem-solving&decision-making–abletoinvestigaterootcausesandimplementcorrectiveactionsinrealtime.
• Process-drivenmindset–experiencefollowingstrictprocedures,decisiontrees,andcompliancerequirements.
• Timemanagement–abletohandlemultipleinboundcallswhilemeetingSLAsandreturningdroppedcallspromptly.

Desirable(Nice-to-Have)

• Experienceintelecoms,utilities,orfieldoperations(e.g.,Openreach,BT,energyproviders,cablingengineers).tealhq
• BackgroundinITservicedeskroles.
• FamiliaritywithITIL,ticketingsystems,orsurveycoordinationtools(e.g.,GIS,networkplanningplatforms).
• UnderstandingofEthernet,fibre,orNSDsurveyprocesses(trainingwillbeprovided).