Hours: Monday – Friday 8:30am-5pm
Salary: £25,396.80
Business Unit: NT Voice & Data
Location: Nottingham
We are looking for a proactive and customer-focused Helpdesk Customer Support to join our team in the Telecommunications sector. As the first point of contact for our clients, you will play a critical role in delivering exceptional service and support. This role requires excellent communication skills, a problem-solving mindset, and the ability to provide tailored solutions to ensure a positive customer experience.
Key Responsibilities
- Customer Interaction: Respond to customer queries via phone, email and chat in a prompt, friendly, and professional manner.
- Issue Resolution: Provide first-line technical support for broadband, mobile, and phone line issues, escalating complex cases when necessary.
- Order and Asset Management: Process customer orders accurately and update asset records as needed.
- Record Maintenance: Maintain and update customer records using CRM systems to ensure data accuracy and continuity.
- Follow-Up and Satisfaction: Proactively follow up on unresolved or escalated issues to ensure customer satisfaction and resolution.
- Internal Collaboration: Liaise with internal teams and management to share insights, customer feedback, and relevant reports.
- Customer Retention: Build rapport and foster long-term relationships with clients to promote loyalty and retention.
Required Skills & Experience
- Strong verbal and written communication skills with a customer-centric approach.
- Ability to assess customer needs and deliver clear, effective solutions.
- Experience in the Telecommunications sector is preferred but not essential.
- Proficiency with CRM systems and familiarity with customer support tools.
- Strong problem-solving and organisational abilities, with attention to detail.
- Ability to manage multiple tasks efficiently in a fast-paced environment.
- Competency with Microsoft Office 365, particularly Excel, is desirable.
*Please note that unfortunately this role does not provide visa sponsorship opportunities, all candidates must have the right to work in the UK.
SCG is proud to be an equal opportunities employer.
We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.
We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
Job Types: Full-time, Permanent
Pay: £25,396.80 per year
Benefits:
- Additional leave
- Canteen
- Company events
- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Referral programme
- Store discount
- Work from home
Ability to commute/relocate:
- Nottingham NG15 0HT: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
Application deadline: 11/08/2025
Reference ID: NTVD
