Ticket sales representative Work, Jobs in Middlesbrough, Nyk (with Salaries)

Customer Service Representative
Unity Shared Services Ltd —Middlesbrough
- £23,132.20 - £25,000.00 a year
- Full-time
- Microsoft Office
- In-person
- Free parking
- Health & wellbeing programme
Quick apply
5d

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Customer Service Representative

Unity Shared Services Ltd
Middlesbrough

Quick apply

Job details

Permanent | Full-time
£23,132.20 - £25,000.00 a year
5 days ago

Benefits

Free parking
Casual dress
Health & wellbeing programme
Company pension
Company events
On-site parking

Qualifications

Microsoft Office
VoIP

Full job description

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

Quick apply

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