Unity World
Customer Service Representative
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Company Description
Unity World is a technology and communications company focused on empowering people through flexible, innovative IT and connectivity solutions. The organization helps communities stay connected by delivering tailored communications, cloud services, software, and networking offerings. Its services are designed around customer requirements, enabling intelligent and reliable communication across people, devices, and locations. Unity World is committed to connecting everyone and everything, everywhere, all the time, through unified networking and intelligent technology. Team members contribute to a mission of creating stronger connections that bring people together.
Role Description
This full-time, on-site Customer Service Representative role is based in Middlesbrough. The Customer Service Representative will respond to customer inquiries via phone, email, and online channels, ensuring timely and accurate information about Unity World’s communications and IT services. Daily responsibilities include resolving issues, logging and tracking support requests, escalating technical problems to specialist teams, and following up to ensure customer needs are fully addressed. The role involves maintaining high standards of customer experience, gathering feedback to improve services, and clearly communicating product updates and service changes. Team members will collaborate with colleagues across operations and technical support to deliver consistent service and uphold Unity World’s commitment to connectivity and innovation.
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First Response and Issue Stabilisation
- Act as the first responder for all incoming customer service requests and technical incidents
- Acknowledge issues quickly, assess impact and provide immediate reassurance to the customer
- Apply fast, common and low-risk fixes where appropriate to restore service or stabilise the situation
- Ensure customers feel heard, understood and confident that action is underway
Triage, Categorisation and Handover
- Accurately triage and categorise issues in line with Unity's service standards
- Determine when an issue must be escalated to Technician Level 1, Level 2 or a specialist
- Hand over issues with clear, structured information to avoid rework, delay or confusion
- Retain oversight post-handover to ensure progress continues and the customer is kept informed
Provisioning and Order Flow Support
- Support provisioning and activation of services including connectivity, VoIP and hosted services
- Liaise with suppliers and carriers for order placement, updates and confirmations
- Ensure provisioning activity is accurately recorded and handed over where required
- Book hotels and travel for field engineers when required
Operational Discipline and Data Quality
- Create, update and manage tickets with high accuracy and completeness
- Maintain clean records across customer, asset and service systems
- Participate in ticket and order review meetings
- Contribute insights on recurring issues and process improvement opportunities
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Tools and Resources
- MyBE and customer management systems
- Internal ticket and order management systems
- Remote management software for device access, diagnostics and monitoring
- Supplier and vendor portal access
- Microsoft Office suite
- Sales order system
Measurable Goals
- Provide fast, calm and effective first response to every customer issue
- Reduce customer frustration at the earliest possible point
- Resolve simple issues quickly and safely without unnecessary escalation
- Ensure complex issues enter the delivery engine cleanly and with complete information
Measurable Objectives
- Acknowledge and respond to all incoming issues within defined SLA timeframes
- Resolve a defined proportion of issues without escalation (target: ≥70%)
- Ensure all escalated tickets are complete, accurate and immediately actionable
- Maintain consistent customer communication until ownership transfers
- Achieve customer satisfaction score of ≥90% following first interaction
Benefits
- Casual dress
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
Application question(s)
Is one of your key skills organisation?
Work Location
In person
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