Why the role exists
The Customer Service Representative (CSR) exists to act as the first point of contact and first responder within Unity World Group's technical delivery function. This role receives, stabilises and triages customer issues quickly — applying fast, low-risk fixes where appropriate and ensuring problems are handed over cleanly into the delivery engine when escalation is required.
The CSR also manages provisioning and order flow for Unity's communications and connectivity services, liaising with suppliers and carriers to ensure service activations happen smoothly and accurately.
This role is critical to reducing customer frustration at the earliest point, protecting engineering capacity for complex work and maintaining confidence in Unity's ability to respond when things go wrong.
First Response and Issue Stabilisation
- Act as the first responder for all incoming customer service requests and technical incidents
- Acknowledge issues quickly, assess impact and provide immediate reassurance to the customer
- Apply fast, common and low-risk fixes where appropriate to restore service or stabilise the situation
- Ensure customers feel heard, understood and confident that action is underway
Triage, Categorisation and Handover
- Accurately triage and categorise issues in line with Unity's service standards
- Determine when an issue must be escalated to Technician Level 1, Level 2 or a specialist
- Hand over issues with clear, structured information to avoid rework, delay or confusion
- Retain oversight post-handover to ensure progress continues and the customer is kept informed
Provisioning and Order Flow Support
- Support provisioning and activation of services including connectivity, VoIP and hosted services
- Liaise with suppliers and carriers for order placement, updates and confirmations
- Ensure provisioning activity is accurately recorded and handed over where required
- Book hotels and travel for field engineers when required
Operational Discipline and Data Quality
- Create, update and manage tickets with high accuracy and completeness
- Maintain clean records across customer, asset and service systems
- Participate in ticket and order review meetings
- Contribute insights on recurring issues and process improvement opportunities
Tools and Resources
- MyBE and customer management systems
- Internal ticket and order management systems
- Remote management software for device access, diagnostics and monitoring
- Supplier and vendor portal access
- Microsoft Office suite
- Sales order system
Measurable Goals
- Provide fast, calm and effective first response to every customer issue
- Reduce customer frustration at the earliest possible point
- Resolve simple issues quickly and safely without unnecessary escalation
- Ensure complex issues enter the delivery engine cleanly and with complete information
Measurable Objectives
- Acknowledge and respond to all incoming issues within defined SLA timeframes
- Resolve a defined proportion of issues without escalation (target: ≥70%)
- Ensure all escalated tickets are complete, accurate and immediately actionable
- Maintain consistent customer communication until ownership transfers
- Achieve customer satisfaction score of ≥90% following first interaction
Pay: £23,132.20-£25,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
Application question(s):
- Is one of your key skills organisation?
Work Location: In person
