Job Title: NSD Survey Support Agent (Field Surveyor Support)
Location: Bristol (On-site, 5 days/week at customer location)
Contract Type: Fixed-Term Contract (6 Months)
Shift: Monday–Friday, BAU Hours (Day Shift)
Salary: £102–£110 per day
Start Date: End of August 2026 (Urgent Onboarding)
About the Role
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.
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.
Key Responsibilities
- 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.
Required Skills & Experience
- 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).
If you’re interested in this role, please click Apply and upload your CV. We’ll review applications on a rolling basis and contact shortlisted candidates within 48 hours.
Pay: £102.00-£110.00 per day
Experience:
- Cash handling: 1 year (preferred)
- Customer service: 1 year (preferred)
- Telecoms: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: In person
