Customer Care Specialist (Telecommunications)

Location: Farnborough, United Kingdom — on-site working. Full-time 4-on, 4-off rotational shifts, including 7 AM–7 PM and 7 PM–7 AM shifts, weekends, and bank holidays.

Company

hirify.globalThree operates telecommunications and business security services supporting the UK’s critical national infrastructure and public sector organisations.

What you will do

• Own customer service incidents from identification through resolution, minimising disruption and meeting service-level commitments.
• Act as the primary escalation point for key customers, providing proactive updates throughout the incident lifecycle.
• Coordinate Managed Devices, Fixed Data, Cloud Services, IoT, applications, and other technical teams to restore services.
• Lead technical and conference calls, keeping resolution activities focused and on track.
• Monitor, validate, prioritise, and track tickets against service and quality standards.
• Identify operational improvements, document best practices, and support wider service desk activities.

Requirements

• Experience in Service Incident Management, Technical Escalation Management, or a similar customer-facing operational support role.
• Knowledge of ITIL principles and willingness to obtain an ITIL qualification if needed.
• Experience managing incidents, escalations, ticket lifecycles, and service recovery.
• Strong communication, stakeholder management, analytical, organisational, and problem-solving skills.
• Technical knowledge of telecommunications, connectivity, cloud, network, or related technologies.
• Ability to remain calm under pressure, manage competing priorities, and collaborate with multiple technical teams.

Culture & Benefits

• Inclusive workplace focused on collaboration, accountability, resilience, and continuous learning.
• Basic salary, bonus, up to 28 days of annual leave plus bank holidays, and paid charity-work time.
• Flexible benefits including discounts, vouchers, pension plan, and family options.
• Learning tools, career development support, and parental leave policies.
• Employment is subject to Secure Vetting clearance and criminal and financial background checks.