NSD Survey Support Agent (Field Surveyor Support) – Leeds

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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