Service Desk Agent (Offnet)

Job title: Service Desk Agent (Offnet)

Office location: Španskih boraca, Belgrade – hybrid working (3 days in the office)

About the Role and the Team:

The Offnet Service Desk Agent is responsible for first-line and case-handling support across off-net customer journeys, including Order to Activate (OTA), (T2R) repairs, and general service enquiries. Success means restoring or progressing customer journeys within SLA, minimising rework, and delivering clear, proactive updates to customers and resolver groups. Agents triage, investigate and resolve issues using Openreach tooling (Portal, SABOR, HUD), Infinity and ServiceNow, escalating to the right resolver teams and tracking through to closure. This role directly supports the Offnet operating model set by Service Operations, contributing to stable first-time activations, prompt fault clearance and a five-star customer experience.

What Will You Be Doing?

Frontline Case Handling & Customer Communications

• Handle inbound calls and support tickets; provide clear status, next steps and timeframes for off-net orders, delays and faults
• Make outbound calls to gather missing information (e.g. Permission to Work), re-appoint missed installations/repairs, retention follow-ups and complaint callbacks
• Raise Emergency Welfare cases for vulnerable customers when required
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Workstack Management in ServiceNow & Email/CSM Queues

• Work assigned fallout tasks/CSM cases; raise and update cases, progress email/CSM fault updates, and ensure accurate categorisation and notes
• Follow process prompts to return customers to the “happy path” and jeopardy-manage tasks to protect customer SLAs

Order & Appointment Management (Openreach & Infinity)

• Investigate and process OTA queries in Openreach Portal/HUD; update and resubmit Add Orders, submit Amend Orders (e.g. contact changes), and cancel open orders when necessary
• Change installation/repair appointments via Openreach Portal/HUD; log Openreach missed appointments and AVC debits in Infinity
• Create/adjust Hyperoptic visits (install, S&R), CPE and return-equipment orders; update customer details; trigger manual customer comms

Technical Triage & Fault Progression (ILOS/Connection/Speed Issues)

• Run diagnostics in Openreach SABOR; raise appointed/non-appointed Trouble Reports, submit Amend or Cancellation of Trouble Reports, and confirm fix/clear on HUD
• Re-appoint Openreach repair slots within required windows; maintain accurate case notes and customer updates in ServiceNow and Infinity

Cross-Team Collaboration & Escalations

• Escalate and follow up with internal resolver groups and the Openreach Service Delivery Manager as appropriate; keep stakeholders updated at agreed frequencies
• Engage with TOC on network-event-related faults (Incidents/PEWs) where residual customer faults persist post-event, ensuring re-appointments within mandated timeframes
• Where helpful to avoid handovers to TS, complete sales actions in edge scenarios (e.g. resubmitting an order cancelled by Openreach; move-home terminations where the new property is off-net serviceable)

What We Are Looking For:

• Excellent communication skills
• Experience in customer-facing roles
• Basic understanding of telecoms architecture
• Demonstrable problem-solving experience
• Technical knowledge of HO customer management system
• High level of English skills – written/verbal
• Clear and professional telephone manner
• Strong organisational skills, taking ownership and working to deadlines

Why Work for Us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done! Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022–23) and UK's Best Workplaces for Wellbeing (2022).

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, and now we're more than 700 people. Do you want to be a part of our next adventure?

Some of Our Key Benefits:

• Competitive salary
• Global remote working for up to 2 weeks per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What Happens Next?

• You apply (please send us your CV in English)
• We carefully review your application
• We'll get back to you — even if it's a no (for now)