Please note: this is a hybrid working role which will require to attend Kerv's Cardiff office twice a week. 

Our Values

The Kerv approach is consultative, advisory, experienced, and rooted in data engineering. We strive to help clients gain complete clarity of their data and to exceed client expectations. Our proven management and sales methodology ensure we differentiate ourselves from our competitors, focussing purely on our client's requirements and delivering the highest standards of service possible. With more than 30 years of industry experience, we are committed to upholding the highest ethical and professional standards to our partners and clients alike.

The Role

We’re looking for a dynamic and driven individual to join our team in a fast-paced, multi-faceted role that blends technical expertise, customer service, and project delivery. This position demands exceptional multitasking skills, a proactive mindset, and the ability to manage competing priorities without compromising on quality or timelines. providing front-line support to our mobile and telecoms customers.

This is a hands-on, customer-facing role where you’ll be the first point of contact for support queries, helping users stay connected by resolving common issues, fulfilling service requests, and ensuring a smooth customer experience

Your responsibilities will encompass the following tasks: 

Incident Management & Troubleshooting

• Log, categorise, and prioritise tickets accurately within the ticketing system.
• Perform initial diagnostics and follow standard troubleshooting steps.
• Resolve straightforward issues at first contact where possible.
• Escalate more complex or unresolved issues to Level 2 teams or suppliers.
• Monitor and manage open tickets to ensure timely resolution.

Service Provisioning

• Provision a wide range of telecom products including Mobile, Data Hardware, Connectivity, VoIP, SIP, and Compliance solutions.
• Coordinate end-to-end delivery of services, ensuring accuracy, speed, and customer satisfaction.
• Follow defined processes to ensure accurate and efficient service delivery.

Customer Support & Fault Management

• Act as the first point of contact for customer queries via phone, email, and ticketing systems.
• Provide clear, friendly, and professional support to customers using mobile and telecom services.
• Handle common requests such as SIM changes, number queries, device & router setup and configuration, connectivity issues.
• Keep customers informed with regular updates and ensure a positive support experience, this includes responding promptly to faults and service requests via ServiceNow.
• Perform diagnostics and collaborate with suppliers and customers to resolve issues efficiently.

Project & Service Management

• Deliver projects across the telecom’s portfolio, ensuring milestones are met and handovers are seamless.
• Balance BAU tickets, MACs, and ongoing orders while maintaining service levels and deadlines.
• Monitor SLAs and escalate where necessary to ensure timely resolution.
• Escalate issues appropriately, providing clear handovers to internal teams or third-party providers.
• Track escalated tickets and follow up to ensure resolution.
• Collaborate with internal teams to maintain service quality and customer satisfaction.

Administrative Duties

• Handle billing entries, resolve billing queries, and maintain accurate records.
• Handle inbound and outbound customer and supplier calls professionally, efficiently, and in line with service standards.

Systems & Tools

You will work with a range of telecom and support systems, including:

• Ticketing system: Service Now, Order Management, SLA / Timesheeting.
• Mobile carrier portals: EE, Giacom,BT, Compliance platforms
• Telecom platforms: VoIP, SIP, In house Hosted telephony platform

• Connectivity supplier portals: Network/service monitoring dashboards, Supplier support systems
• Device/platform support: iOS / Android MDM’s,
• Any additional tools: Billing portal/ Asset management / inventory, Knowledge base / documentation platforms

What we are looking for:

• Experience in a customer service, helpdesk, or support role (telecoms experience is beneficial but not essential).
• Proven ability to thrive in a fast-paced environment, managing multiple tasks and priorities simultaneously.
• Strong communication skills with a customer-first mindset.
• A logical and structured approach to troubleshooting with a proactive approach to issue resolution.
• Ability to follow processes and manage a high volume of requests.
• Organised, with good time management and attention to detail.
• Clear and confident communicator, able to build rapport with stakeholders at all levels.
• Familiarity with project management methodologies and tools.