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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