NSD Survey Support Agent / IT Support (Field Surveyor Support) - Bristol

We’re recruiting 3 NSD Survey Support Agents to provide real-time operational support to Openreach field surveyors undertaking Ethernet and Network Site Delivery (NSD) surveys. As the first point of contact, you’ll investigate and resolve survey-related issues, coordinate across multiple systems, and ensure surveys progress without delay., * Answer inbound surveyor calls within agreed service levels and provide immediate support during live site surveys.

• Investigate and resolve issues affecting survey completion (e.g., access arrangements, contact details, scheduling conflicts, task allocation).
• Handle survey-related enquiries professionally and return dropped calls promptly to minimise delays.
• Support survey re-booking, cancellation, or amendment activities and identify root causes preventing completion.
• Coordinate with internal stakeholders (e.g., survey planners, access teams, customer contacts) to resolve complex operational issues.
• Update all relevant systems accurately following call resolution and maintain complete, auditable records.
• Follow Openreach processes, procedures, and decision trees while adhering to security, governance, and compliance requirements.
• Monitor survey progress proactively and escalate unresolved issues through appropriate operational channels.

This is a full-time voice support role requiring excellent communication, problem-solving, and decision-making skills. You’ll work from our customer’s Bristol site, supporting live surveys and maintaining high levels of service quality and compliance., * 1-2 years’ experience in call handling, service desk, or customer support (high-volume inbound calls).

• Excellent verbal communication - confident, clear, and professional phone manner for live surveyor support.
• Strong questioning & active listening skills - able to extract accurate information quickly under pressure.
• Multi-system proficiency - comfortable navigating 2-3+ platforms simultaneously (CRM, scheduling, survey databases).
• High attention to detail - accurate data entry and complete record-keeping.
• Problem-solving & decision-making - able to investigate root causes and implement corrective actions in real time.
• Process-driven mindset - experience following strict procedures, decision trees, and compliance requirements.
• Time management - able to handle multiple inbound calls while meeting SLAs and returning dropped calls promptly.

Desirable (Nice-to-Have)

• Experience in telecoms, utilities, or field operations (e.g., Openreach, BT, energy providers, cabling engineers).tealhq
• Background in IT service desk roles.
• Familiarity with ITIL, ticketing systems, or survey coordination tools (e.g., GIS, network planning platforms).
• Understanding of Ethernet, fibre, or NSD survey processes (training will be provided)., * Cash handling: 1 year (preferred)
• Customer service: 1 year (preferred)
• Telecoms: 1 year (preferred)