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On May 31, 2023, Viasat completed its acquisition of Inmarsat, combining the teams, technologies and resources of the two companies to create a new global communications partner.

About Viasat

Viasat is a global communications company that believes everyone and everything in the world can be connected. With offices in 24 countries around the world, our mission shapes how consumers, businesses, governments and militaries around the world communicate and connect. Viasat is developing the ultimate global communications network to power high-quality, reliable, secure, affordable, fast connections to positively impact people's lives anywhere they are—on the ground, in the air or at sea, while building a sustainable future in space.

Chief Operations Office

The Chief Operations Office (COO) plays a vital role managing the services that keep our business running and delivering to our customers. COO consists of 9 functions including: Satellite Operations, Network Operations, Service Assurance, Service Delivery Aviation and Customer Assurance, Service Delivery and Supply Chain, Project Management Office, Global Cyber Security and Group IT

Primary role purpose:

As a Customer Service Queue Coordinator you will take responsibility for the co-ordination and allocation of inbound enquiries.

Our customers can be anything from our end users to distribution partners, i.e. it could be a fisherman on a boat in the Atlantic, or a ship approached by pirates outside Somalia. No 2 days are the same and that is what makes the job so unique and interesting. Please note that we are not a call centre and we do not wear headsets.

Key Responsibilities:

Some of areas you will be responsible for are:

• Call handling and logging customer queries for all products in our vast portfolio
• Ensure that all enquiries and complaints are dealt with efficiently
• Allocation of cases to other agents in the team, taking into account their level of experience
• Flagging up P1s to the CS Manager for immediate action
• Responsible for arranging team lunches for the day to ensure sufficient cover throughout
• Notifying the secondary dispatcher when assistance is needed with the email queues
• Being primarily responsible for ensuring that all email enquiries are managed within the agreed SLAs
• Collating from team members the list of urgent cases that need to be handed over to the next shift, in the end of the working day
• Qualifying cases throughout the day and determining which cases need to be handed over / allocated to the next shift, notifying the respective site manager
• Managing the handover that has been passed on from the previous shift
• Any other business as required by your line manager

Essential Knowledge and Skills:

• Professional telephone manner
• Tele communications background
• To be able to communicate effectively at all levels with a good grasp of the English written language
• Able to operate within a multilingual customer base
• Ability to assimilate information and respond accordingly
• PC literate

Desirable Knowledge and Skills:

Have a working technical knowledge of:

• IP data and circuit switched data/voice connectivity, ideally within the satellite communications or telecommunications sector.
• Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
• Wireless Networking technologies such as WiFi® and Bluetooth®
• Awareness of the various Viasat services and products

You must be eligible to work in this location advertised.

Our culture and ways of working

Our values define our culture and represent what we believe in. Viasat employees aspire to behaviours that support our values, which create a stronger working environment and lie at the heart of our continued success as an organisation.

• Customer – we provide a unique value to our customers
• Accountability – we take ownership, we deliver results, and we keep our promises
• Respect – we collaborate, we embrace and celebrate diversity and we value difference
• Excellence – we create bold solutions for our customers and put quality at the heart of everything we do

We also value and encourage a healthy work-life balance, so we offer flexible working wherever possible. Depending on the operational requirements of your job and your team, we can offer compressed hours (nine-day fortnight), hybrid office-remote working, and flexibility during your working day to take care of personal commitments.

Diversity

We want the best people for the job, and we warmly welcome applications from you if you’re suitably qualified and eligible, regardless of your sex, gender, age, race, ethnicity, disability, sexuality, gender identity, neurodiverse qualities, religion or belief, marital status, pregnancy, or maternity status.

We are signed up to the Halo Hair Code, which aims to protect employees who come to work with natural hair and protective hairstyles associated with their racial, ethnic, and cultural identities.

To give you the best experience possible during your application process and interview, we can make adjustments. For example, if you’re visually impaired we’ll happily meet you locally and help you find your way to our office, or if you have neurodiverse qualities, we can provide you with additional support to help you prepare for your interview. Please let our Resourcing Team know if there are any ways in which we can support you.