Mobile Account Manager Senior Service Lead

2 weeks ago


Birmingham, Birmingham, United Kingdom Daisy Communications Full time

Job Title: Mobile Account Manager Senior Service Lead

Description:

This role is ideal for a customer-focused individual who wants to take their career to the next level. As a Mobile Account Manager Senior Service Lead, you will be working closely with our Mobile Account Managers to oversee and manage customer service tickets, ensuring timely resolution in line with established SLAs.

In this position, you will handle a variety of service requests, including billing inquiries, delivery issues, and SIM swaps. You will also coordinate with internal teams and external partners to resolve issues effectively, ensuring a seamless and positive client experience.

You will contribute to strengthening client relationships and enhancing overall service quality by maintaining clear communication and a solution-focused approach.

Key Responsibilities:

  • Collaborate with assigned Mobile Account Managers to oversee and resolve customer service tickets within established SLAs.
  • Manage a variety of service requests, including billing inquiries, delivery issues, and SIM swaps.
  • Proactively coordinate with internal teams and external partners to facilitate efficient resolution of service requests.
  • Update and maintain the service ticket system, ensuring all tickets are accurately logged, tracked, and up to date for effective case management.
  • Monitor open tickets to identify and escalate any potential delays or issues, proactively working to meet or exceed service quality expectations.
  • Communicate clearly and professionally with clients and stakeholders, providing status updates and resolutions that reinforce positive client relationships.

Salary: Up to £25,000 per annum (DoE)

Location: Birmingham

Working Hours: Monday to Friday – 08:30/09:00 – 17:00/17:30 (37.5hrs)


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