On-Site Survey Support Agent (IT & Field Ops)

Flying Colours Consultancy Limited; Greater London; Hybrid; GBP 19,000 - 20,000; Full time

Job summary

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,

Qualifications

• 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.

Responsibilities

• 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.

Skills

Call handling experience

Verbal communication

Active listening

Multi-system navigation

Detail orientation

Problem solving

Process adherence

Time management

Tools

CRM

Scheduling systems

Survey databases

Job description

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,