NSD Survey Support Agent (Field Surveyor Support) – Leeds

Flying Colours Consultancy Limited; Leeds; On-site; GBP 19,000 - 20,000; Full time

Job summary

Flying Colours Consultancy Limited is recruiting NSDSurveySupportAgent/ITSupport engineers to provide real-time operational support to Openreach field surveyors undertaking 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.

This is a full-time voicesupport role requiring excellent communication, problem-solving, and decision-making skills.

Qualifications

• 1-2 years experience in call handling, service desk or customer support.
• Excellent verbal communication for live survey support.
• Strong questioning and active listening to extract accurate information.
• Multi-system proficiency across 2-3+ platforms (CRM, scheduling, survey databases).
• High attention to detail with accurate data entry and records.
• Problem solving and decision making to identify root causes in real time.
• Process-driven mindset with adherence to procedures and compliance.
• Time management to handle multiple inbound calls and SLAs.

Responsibilities

• Answer inbound survey or calls within service levels and provide immediate live-site support.
• Investigate and resolve issues affecting survey completion (access, contact details, scheduling).
• Handle survey inquiries professionally and minimize delays from dropped calls.
• Support survey re-booking, cancellations, or amendments and identify root causes.
• Coordinate with survey planners, access teams, and customer contacts to resolve issues.
• Update systems accurately after call resolution with complete audit records.
• Follow Openreach processes and ensure security and governance compliance.
• Monitor survey progress and escalate unresolved issues through proper channels.

Skills

Call handling

Service desk experience

Customer support

Multisystem navigation

Attention to detail

Problem solving

Time management

Telecoms familiarity

ITIL knowledge

Tools

CRM systems

Scheduling tools

Survey databases

Job description

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).