Customer Service Representative

Customer Service Representative - IT Support

At Babcock, we are dedicated to creating a safe and secure world. We are seeking a Customer Service Representative to join our team at the Lakeside site, near Portsmouth, Hampshire. This is a pivotal role within a fast-paced tech environment, offering an excellent opportunity to build your career in IT.

The Role

As a Customer Service Representative, you will be the primary point of contact for IT support inquiries across Babcock’s UK and international operations. This customer-facing position requires strong communication and technical skills to effectively resolve issues, ensuring that our teams in defence, aerospace, and engineering can continue to deliver critical services without interruption.

Key Responsibilities:

• Answering incoming contacts via phone and live chat, accurately logging and updating tickets to meet defined standards.
• Utilizing active listening to understand and prioritize customer needs in line with Service Level Agreements (SLAs).
• Diagnosing and resolving technical issues, applying first-line fix criteria.
• Escalating complex incidents to 2nd and 3rd line support teams when necessary.
• Consistently delivering exceptional customer service and meeting performance targets.

Working Arrangements:

This is a full-time, permanent role requiring 37.5 hours per week, Monday to Friday. The working day operates between 6:30 am and 5:30 pm. The role is based at our Lakeside Offices and includes hybrid working arrangements.

Essential Experience and Skills:

• Proven experience in delivering excellent customer service, either over the phone or in a face-to-face capacity.
• Strong customer service skills, adaptable to both face-to-face and telephone interactions.
• Experience using a Service Management system for incident and request management is ideal.
• Confident IT user with the ability to apply standard IT fixes or a strong aptitude for learning technical solutions.
• Proficiency in active listening and problem analysis.

Qualifications:

We welcome applications from individuals with diverse backgrounds. Your experience and/or willingness to learn are highly valued, and we encourage you to apply if you meet the required skill set.

Security Clearance:

The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role. Please note that many positions within Babcock are subject to national security clearance and Trade Control restrictions. Eligibility may be affected by factors such as place of birth, nationality, current or former citizenship, and residency status.

What Babcock Offers:

• Generous holiday allowance.
• Matched contribution pension scheme with life assurance.
• Access to a Digital GP, annual health check, and nutritional consultations via Aviva DigiCare+.
• Employee share scheme.
• Employee shopping savings portal.
• Payment of Professional Fees.
• Special paid leave for Reservists in the armed forces.
• Holiday Trading options (buy or sell annual leave).
• A paid 'Be Kind Day' for volunteering.
• Flexible working options, where business needs permit.
• A dynamic working environment with opportunities for long-term career development.

Babcock International is a global FTSE 100 organisation committed to making a difference. Join us and contribute to products and services essential for national security and public infrastructure. We are a disability confident committed employer and encourage applications from all backgrounds.