Technical Comms Operator
6 months
London - onsite x5 days a week
Inside IR35 - Umbrella only
Active DV clearance required - eligible candidates will be considered
Overview:
Are you experienced in a customer-focused call centre or part of an emergency call handling team? If so, this role could be perfect for you.
We foster a culture of inclusion, trust, and continuous improvement. Whether you're supporting a high-level call or helping a colleague through a technical issue, your contribution matters. We look out for one another, adapt to change, and uphold the highest standards of professionalism and discretion
If you are looking for an interesting role in a unique environment, this position offers a great opportunity to be part of a supportive and dynamic team.
Responsibilities
You will carry out many duties in this role, but the following are an important part of your daily work:
- Lead in setting up frontline communications, acting as the first point of contact for all staff, ensuring seamless, secure, and professional service 24/7.
- Manage call handling, swiftly managing urgent and sensitive communications with precision, discretion, and full compliance with security protocols.
- Manage national and international conference calls, connecting Cabinet Ministers, senior officials, and global leaders with clarity and confidence.
- Safeguard infrastructure, delivering round-the-clock cyber and telephony monitoring to uphold the integrity and confidentiality of all channels.
- Authenticate and route incoming calls, using the digital call management system to verify identities, manage messages, and support staff on the move.
- Respond to secure line activity, monitoring and logging calls for security purposes and escalating incidents or technical issues to the appropriate teams.
- Keep internal systems sharp, maintaining up-to-date telephone directories and reporting faults to ensure operational excellence.
- Support national resilience, participating in Business Continuity operations and adapting to alternate work sites when required.
- Deliver exceptional caller experience, offering tailored, courteous, and professional assistance to internal and external stakeholders.
- Contribute to broader business operations, taking on varied support tasks that enhance the efficiency and effectiveness of internal communications.
Person specification
Essential Skills & Experience:
- Outstanding customer service - Calm, confident, and responsive under pressure.
- Team player - Collaborative, supportive, and reliable in a fast-paced environment.
- Self-starter - Able to work independently and make sound decisions.
- Clear communicator - Strong verbal skills and active listening.
- Organised and efficient - Skilled at managing time and priorities.
- Tech-savvy - Confident with ICT systems and telephony tools.
- Desirable Skills & Experience:
- Experience in a contact centre or similar high-volume environment.
- Familiarity with Microsoft Teams and other video call systems to set up meetings and calls.
- Multilingual abilities are a plus.
All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!
