Customer Service Representative

The Kelly Group are a specialist subcontractor providing customer support services which work on behalf of Openreach, the UK’s leading provider of telecom and fibre infrastructure. Our Customer Furthers team ensures seamless service delivery by managing appointments, escalations, and communication between customers, engineers, and field managers.

Role Overview:
As a Customer Furthers Representative, you will act as the first point of contact for customers, handling high volumes of calls and enquiries. You will coordinate appointments, liaise with engineers, and field managers, and ensure service quality and timely job completion on behalf of Openreach.

Key Responsibilities:

• Serve as the initial contact for customers and engineers.
• Manage high volumes of enquiries via phone, email, and other channels.
• Coordinate service appointments, including reschedules and cancellations.
• Liaise with engineers and field managers to ensure smooth service delivery.
• Escalate unattended jobs, revisits, or technical issues promptly.
• Maintain accurate records of customer interactions, service tickets, and updates.
• Adhere to service-level agreements (SLAs), performance metrics, and quality standards.

Requirements:

• Previous experience in customer service, ideally in telecom, fibre, or engineering support.
• Ability to handle high volumes of calls while maintaining professionalism.
• Strong communication and organisational skills.
• Confidence in working with engineers and field managers to coordinate and resolve issues.
• IT literate, with basic telecom/fibre knowledge (training provided).
• Proactive, detail-oriented, and customer-focused.

What We Offer:

• Structured two-week training program to build knowledge and confidence.
• Ongoing support from experienced managers and colleagues.
• Opportunities to gain valuable experience in the telecoms and fibre industry.
• A role where you can make a real impact by ensuring excellent customer service.

Company Benefits:

• Competitive PAYE Salary
• 20 days’ holiday plus statutory bank holidays
• Company Pension scheme
• Cycle to work scheme
• Excellent career progression opportunities