Talk Talk Business

Service Assurance Agent

Location: Salford Quays, M5 3TT (Hybrid working)

Contract Type: Full Time


Who are TalkTalk?

TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

You will be delivering remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services to ensure that all products and services function properly.
This will be 3rd line support and your aim is to quickly understand their needs and resolve their queries in the quickest time possible whilst also looking for additional opportunities which would enhance their TalkTalk experience.

Your responsibilities

  • Owning the resolution of customer issues in accordance with processes and policies.

  • Working to achieve SLA’s, quality standards and other KPI’s agreed.

  • Liaising with internal and external stakeholders to achieve the quickest resolution possible.

  • Prioritising own workload using effective time management skills.

Key Skills required to be successful in the role:

  • Clear communication skills

  • Be completely customer focused.

  • Proven problem-solving skills.


  • Complaint management experience

  • Ability to work independently

  • Telco or ISP experience

What can we offer you?

  • Free TalkTalk broadband for all employees!

  • Electric car charging points available at our HQ.

  • Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.

  • Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.

  • Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

If this role sounds like it could be for you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.


  • My Wellbeing

    We want you to feel good at work — and not just because you’re doing great things for our customers. We run lots of wellbeing initiatives throughout the year.

  • My Products

    We offer all of our people free TalkTalk Fibre, TV and Phone (you’ll be helping us make them what they are, so it’s only fair that you get to enjoy them).

  • My Flexibility

    We all lead different lives and like to work differently, so whether it's working from home or starting and finishing your day later, we’ll give you the flexibility you need to do your best work.

  • My Benefits

    Think company pension scheme, private medical insurance, income protection and life assurance, plus all sorts of other benefits designed to make your life easier.

Talk Talk Business

Service Assurance Agent

Location: Salford Quays, M5 3TT

Contract Type: Full Time