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Job Title: Faults Coordiantor
Location: Poole, Dorset, BH17 7ER
Contract Length: 6 months
Company Overview:
Randstad Sourceright, a provider of RPO & MSP Recruitment Services, is recruiting for an Incident Manager to support a telecommunications leader.
Role Overview:
The Incident Manager will oversee effective fault handling to meet customer contract requirements. This includes supporting a key traffic signal maintenance contract, collaborating with the London Field Services team, and contributing to the growth of the Service Operations Centre.
Work Arrangements:
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Training: 4 months in-office, followed by hybrid work (2 days from home).
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Shifts:
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Mon-Fri: Rotational shifts between 05:00-20:00.
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Weekend: 1 in 3 weekends, 09:00-17:00.
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365, 24/7 department.
Responsibilities:
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Handle telephony and email correspondence.
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Dispatch faults intelligently to Field Service Engineers, considering urgency, skills required, and travel efficiency.
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Verify and report fault-related data to ensure operational productivity.
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Manage Field Service Engineer feedback, ensuring accurate record updates aligned with contract requirements.
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Coordinate with third parties and customers for fault resolution.
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Escalate risks or issues to Senior Fault Coordinators or Team Leaders.
Key Skills and Experience Required:
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Strong attention to detail for checking and updating system information.
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Proficiency with Office 365, including email and spreadsheets (not highly technical or data-heavy).
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Good analytical skills to manage information effectively.
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Strong communication skills to handle customer and engineer interactions in an operational contact centre environment.
Additional Notes:
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Training Period: 3-5 months.
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The role blends administrative duties with customer and engineer-facing responsibilities in a fast-paced operational setting.
