Join our Team as a Fault Controller!
Location: Shoeburyness
Salary: £26,000 Per Annum
Hours: Monday-Friday 8.30am-5.30pm
About the role:
We’re looking for a tenacious and customer focused Fault Controller to keep our technical support engine running at peak performance. In this dynamic role, you’ll be the heartbeat of our fault management process; reviewing cases, triggering the smartest next steps, and making sure no issue stays unresolved. Your decisions will keep things fair, fast, and always focused on the customer. If you thrive in high-energy environments and have a passion for continuous improvement, you’ll love where this role takes you.
What makes you a great fit:
- Deep understanding of Onecom’s product suite and fault management procedures
- Familiar with PSTN/xDSL/FTTx, ethernet, VOX, Vox One, and inbound services
- Strong grasp of Salesforce for technical support workflows
- Able to judge workloads and distribute cases evenly across teams
- Proactive in identifying delays, escalations, and risks to SLAs
- Analytical thinker with a flair for problem-solving
- Excellent communication skills across technical and non-technical teams
- Relentlessly focused on improving the customer experience
- Bold perseverance when facing obstacles or setbacks
Key responsibilities:
- Drive fault resolution across teams with a customer-first mindset
- Promote a next-best-action culture to accelerate fix times
- Coordinate escalations with Onecom suppliers for quick turnarounds
- Monitor and report supplier SLA breaches to management
- Improve Mean Time to Resolution, First Call Resolution, and service quality
- Assist in diagnosing and resolving complex network and system faults
- Communicate effectively with stakeholders across support, engineering, and provisioning
- Report fault statuses and escalate issues when needed
- Review case progress, flag skill gaps, and support tailored training
- Suggest process improvements with a continuous improvement approach
Perks for our People:
- Holidays: 25 days + bank holidays and buy/sell options
- Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
- EV Scheme: Lease a brand-new electric car
- Lifestyle: 9% combined pension contribution and 4x salary life assurance
- Rewards: Quarterly and annual employee awards, discounts on tech
- Socials: All-expenses-paid company events
- Development: In-House Training Academy
- Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support
Who we are:
Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.
Our values:
We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.
ED&I:
We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.
