Queue Controller

Join our Team as a Queue Controller!

Location: Whiteley (Office based)

Salary: 26500 Per Annum KPI Bonus

Hours: Monday Friday 08:30 17:00

About the role:

This is a fastpaced impactdriven role for someone who thrives on keeping operations moving and customers happy. As Queue Controller youll be the heartbeat of our Technical Support function ensuring every case is progressing every engineer is supported and every customer feels the benefit of a smooth wellmanaged service experience. Youll bring a relentless customerfirst mindset sharp operational awareness and the confidence to intervene escalate and drive action when it matters most.

What makes you a great fit:

• Strong analytical skills to spot delays risks and trends quickly.

• Experience in administrative roles with strong organisational discipline.

• Understanding of SLA importance and how it impacts customer experience.

• Clear communicator who collaborates confidently across teams.

• Customerfirst mindset with a drive to improve outcomes.

• Resilient and determined when facing operational challenges.

• Technical understanding across connectivity telephony and hosted services.

• Salesforce confident in case handling and prioritisation.

• Fair workload judgement to allocate cases proportionately..
  

Key responsibilities:

• Manage daily queues and ensure tickets move with clear ownership.

• Distribute cases fairly based on skill workload and impact.

• Monitor ageing and SLAs and act before delays occur.

• Prioritise major incidents and critical customer issues.

• Support engineers with complex technical faults.

• Escalate effectively to internal teams and suppliers.

• Coordinate across departments to reduce delays.

• Support major incident activity and track actions.

• Improve performance metrics including MTTR FCR and SLA.

• Identify recurring issues and process gaps.

• Review case quality and highlight skill gaps.

• Promote bestpractice handling and strong communication.

• Produce accurate reporting on queues risks and trends.

• Flag operational risks early to management.

Perks for our People:

• Holidays: 25 days bank holidays and buy/sell options

• Other Leave: Birthday day off 12 paid hours for flexible use Volunteer day

• Lifestyle: 9% combined pension contribution and 4x salary life assurance

• Rewards: Quarterly and annual employee awards discounts on tech

• Socials: All-expenses-paid company events

• Development: In-House Training Academy

• Wellbeing: 24/7 access to mental health support Calm App discounted gym membership free breakfast & fresh fruit eye-care vouchers financial wellbeing support

Who we are:

Onecom is an award-winning provider of Communication Technology trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity diversity and inclusion and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.