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).
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