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Service Operations Team Member

We’re looking for an experienced Service Operations Team Member to join our growing Service Operations team.

Location: Hybrid Working |    Business Area: Service Operations |    Salary: Up to £25,000 dependent on experience

The successful candidate will work as part of a team responsible for processing orders for all of Chess’ core products along with customer cancellations whilst maintaining a high level of customer service.


“a great place to work, a great place to be a customer”


The Role:
  • Responsible for the delivery, provisioning and de-commissioning of all Chess core products;
  • Ensure the orders you manage are planned, run to time and to cost;
  • Managing the implementation, planning and roll out of customer orders within the agreed timescales;
  • To accurately and efficiently review all cancellation correspondence received into the business and act as a central point for the administrative processes in order to support our Retentions team;
  • Develop, build and maintain strong relationships both internally and externally in order to achieve project objectives;
  • Sending line rental and broadband orders for connection;
  • Contact customers and partners directly to obtain any missing information that is required and confirm successful completion of orders;
  • Ensuring contracts are fully and correctly complete and ended within the in-house system
  • To complete all duties with the aim of contributing to the team’s main objectives of retaining key performers and Service level agreements;
  • Analyse the customer journey and review areas for improvement to assist towards customer retention;
  • Calculating and applying termination fees in accordance with industry regulations and terms and conditions;
  • Promote Excellence in Customer Service and strive for the highest scores in our customer feedback surveys;
  • Constantly strive to improve NPS and CES scores;
  • Anything else required to support the running of the Service Operations team.
The Candidate:
  • Telecoms knowledge – advantageous but not essential.
  • Good customer service skills.
  • Good computer skills.
  • Ability to work under pressure.
  • High attention to detail with the ability to work to deadlines.
  • Ability to work under their own initiative as well as part of a team.
  • Ability to communicate openly, positively and effectively with both customers and suppliers along with other teams in the business.
  • To be an enthusiastic and driven individual that can embrace change to help improve the way we do things.
  • To encourage and motivate others.
Package Details

Salary details: Up to £25,000 dependent on experience

Benefits include:

  • Health care support – UK Healthcare, eye tests, flu jabs, onsite health screens.
  • Enhanced Pay: Maternity, Paternity, Adoption Leave and Shared Parental Leave.
  • Access to employee benefits, rewards and recognition platform, Perkbox. This gives you access to hundreds of ‘Perks’ with great discounts. Whether it be days out, your weekly food shop, a clothes shopping spree on the high street and many more.
  • Hybrid working support - Allowance towards a home desk and chair.
  • Loyalty point scheme – allowing you to use your points to increase your benefits each year.
  • Access to our Future Fit benefits package – including Mental, Physical and Financial support.
  • 20 days paid holiday p.a. increased upon anniversaries, ultimately to 24 days p.a., plus public holidays.
  • Buy & sell Holiday scheme – 2 opportunities per year to buy or sell up to 5 holidays.
  • Additional holidays: Half Day Fridays and a Wellbeing Day.
  • £100 per year matched charity donation, plus payroll giving options.

Hours: A standard week is 37½ Monday to Friday

Allowing you to enjoy the flexibility of working from home whilst also having the option to
work from one of our many local hubs spread throughout the UK. Ad-hoc travel to offices
within the group and other locations may be required on occasion.

Working location: Hybrid working position

Allowing you to enjoy the flexibility of working from home whilst also having the option to work from one of our many local hubs spread throughout the UK. Ad-hoc travel to offices within the group and other locations may be required on occasion.

Why join Chess?

Chess is one of the UK's leading independent and trusted technology service providers, employing over 250 skilled people across the UK, supporting over 21,000 UK businesses.

Diversity, equality, and inclusion is at the heart of our Chess culture, and we are passionate about our One Team spirit. 

We are extremely proud that our people voted us No.1 in 'The 100 Best Companies to Work for' list 2018, and we continue to celebrate more than fourteen years in the top 100.

Our continued focus on growth creates opportunity for everyone to progress their career, to develop knowledge and skills, to gain reward and recognition and to maximise their potential. The growth and success of our people ensures the growth and success of our business. 

We believe that “if you’re not growing, we’re not growing”.

Is Chess the place for you?

If you are looking for a career that brings exciting challenges and opportunities, then Chess is the place for you.

Please email your CV and covering letter to our Recruitment Department at:

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