Customer Service Agent

Join us on our mission to make the world a better place

Are you looking for a rewarding career where you can make the most of your skills and talents in an organisation that's serious about sustainability

About Us

We are an innovation driven digital infrastructure organisation of industry leading experts in intelligent design, engineering, security, science, research, and sustainability. Headquartered in London (UK), with over 200MW of IT capacity live or under development, we develop and operate sustainable data centres for some of the world's largest technology companies, across the UK, Europe, Middle East, and Asia.

We believe in data centres for good - creating employment opportunities, using our resources to support local communities, and investing in environmental restoration.

Irrespective of which area you work in there's a common thread that binds everyone at Pure DC together. We're passionate about always improving the way we are working, operating and developing.

Our goal is to use intelligent design of data centre infrastructure to improve the planet, society and the communities we operate in. Being sustainable makes a lot of sense, our customers want to develop sustainably, and we do too. We recognise and take responsibility for the environmental impact of our data centres and that's why our in-house design, construction and sustainability teams are working together to reduce emissions associated with our activities and supply chain.

About you

We would love to hear from you if you are:

• Curious, analytical and great at solving problems
• Exceptional at building strong working relationships with team members and across a range of stakeholders
• Flexible and adaptable team player with a can-do attitude
• Able to undertake a variety of activities with a substantial degree of personal responsibility and autonomy.

In this exciting and strategic role will be be part of a shift team providing 24x7 support to Pure DC global customers.

What you'll be doing

• Working as a member of the service desk team providing a single point of contact for all customer communications and requests
• Respond to email and telephone enquiries from internal and external customers
• Accurately log all incidents and service requests within defined timescales ensuring service desk tickets are always up to date and progressing
• Effective prioritisation and allocation of service requests and incident to the correct work stream owners to resolve
• Monitor progress of service requests and incidents to ensure target response and resolution times are achieved
• Monitoring and management of incidents through the Incident Management process, progressing incidents through to service restoration and closure in accordance with defined SLA's
• Provide customers with effective notifications and updates in accordance with defined SLAs
• Identify and escalate any potential breach of service level or risk to the client services.
• Continuously demonstrate ownership and responsibility for service request and incident management ensuring the customer experience is always excellent.
• Coordinate the approval of Requests for Change and planned works consulting with Change approvers to ensure approval target times are achieved.

What we're looking for Do you have:

• A genuine passion to drive change: We're constantly searching for new ways to change the status quo. We need you to be efficient and agile, with excellent attention to detail and a desire to drive value creation and deliver exceptional service.
• Ability to think differently: Our projects all require the team to think through problems and find the most effective and efficient new solution in each case. We're looking for innovative thinking, problem solving, and a willingness to question assumptions.
• Ability to build and maintain trust:. We build trust and create space for people to own their work and deliver their best. We create environments where people feel safe if they make honest mistakes, and when they do we support them to learn and put things right.
• Ability to connect and collaborate: You'll be able to share your perspectives constructively and listen openly. Cross functional collaboration is crucial, because we understand that no one team is wholly responsible for building and operating a data centre.

What's in it for you

• You'll be joining a dedicated, vibrant, dynamic and talented team of people who are deeply passionate about data centres for good.
• We're committed to the culture of learning and provide regular learning opportunities for everyone. We will support you with your personal and career development plans.
• Our hybrid working approach gives you flexibility in where, when and how you work.
• Your health and wellbeing is really important to us and we want to ensure that you're able to make the most of the opportunities and reach your full potential. From a programme of wellbeing activities throughout the year to Mental Health First Aiders and a 24-hour impartial Employee Assistance line, we're determined to create an environment that supports everyone's mental and physical health.
• We offer a competitive salary.
• You'll get paid annual leave plus public holidays.
• You also get an extra day off for your birthday.
• We provide Private Medical Insurance for you and your family.
• We offer 3 x Life Insurance and many other benefits.

This is an exciting role for someone who really wants to make a difference and is passionate about how the data centre infrastructure can help to improve the planet, society and the communities we operate in.

Everyone's welcome

Everyone is welcome at Pure. Our business thrives on difference and we want you to feel at home, and be able to bring your whole self to work. We champion a workplace that celebrates and embraces diversity, ensuring that every individual, regardless of their background, finds a true sense of belonging.

We understand the value of a diverse talent base and the unique perspectives, experiences and innovative ideas each person brings. That's why we have our Inclusion & Belonging Committee to drive forward our key inclusion priorities.

We're committed to an active Inclusion, Diversity and Equal Opportunities Policy, starting with our recruitment and selection process. We want applications from people with diverse backgrounds and experiences.