NSD Survey Support Agent (Field Surveyor Support) – Leeds

Flying Colours Consultancy Limited; Greater London; Presencial; GBP 19.000 - 20.000; Jornada completa

Descripción de la vacante

Flying Colours Consultancy Limited is seeking NSDSurveySupportAgent/ITSupport engineers to provide real-time operational support to Openreach field surveyors conducting Ethernet and Network Site Delivery surveys. As the first point of contact, you’ll investigate and resolve survey-related issues and coordinate across multiple systems to keep surveys progressing without delay.

This is a full-time voicesupport role based at our customer Bristol site, requiring excellent communication,

Formación

• 1–2 years' experience in call handling, servicedesk or customer support.
• Excellent verbal communication with confident, professional phone manner.
• Strong questioning and active listening to extract accurate information quickly under pressure.
• Multi-system proficiency navigating 2–3+ platforms simultaneously (CRM, scheduling, survey databases).
• High attention to detail for accurate data entry and complete records.
• Problem solving and decision making to identify root causes and implement corrective actions in real time.
• Process-driven mindset with adherence to procedures, decision trees and compliance requirements.
• Time management to handle multiple inbound calls while meeting SLAs.

Responsabilidades

• Answer inbound survey or calls within agreed service levels and provide immediate support during live sites.
• Investigate and resolve issues affecting survey completion (access, contact details, scheduling).
• Handle survey-related enquiries professionally and return dropped calls promptly to minimize delays.
• Support survey re-booking, cancellation, or amendment activities and identify root causes.
• 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 audit trails.
• 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.

Conocimientos

Call handling experience

Verbal communication

Active listening

Multi-system navigation

Detail orientation

Problem solving

Process adherence

Time management

Herramientas

CRM

Scheduling systems

Survey databases

Descripción del empleo

JobTitle: NSDSurveySupportAgent/ITSupport(FieldSurveyorSupport)

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

ContractType: 6Months+likelyextention

Shift: Monday–Friday,BAUHours(DayShift)

Salary: £102–£105perday

StartDate: EndofSep2026(UrgentOnboarding)

AbouttheRole

We’rerecruiting5NSDSurveySupportAgents/ITSupportengineerstoprovidereal-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,oramendmentactivitiesandidentifyrootcausespreventingcompletion.
• 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).