Mobile Service Support Specialist

About The RoleKeep customers smiling. Stay one step ahead. Be our next Mobile Service Account SpecialistWe’re looking for a Mobile Service Account Specialist to deliver exceptional support to our valued customers and help us maintain our industry-leading service standards. You’ll be at the heart of our customer experience managing accounts, resolving queries, and ensuring every interaction reflects our commitment to excellence.This is your chance to join a fast-paced, collaborative team that’s passionate about building strong relationships and driving customer satisfaction. With an average CSAT of 9.8 and NPS of +87.1 we’re proud of what we do, and we want you to help us go even further.Key ResponsibilitiesOwn the customer experience manage accounts, orders, and tariff queriesTriage and resolve device and tariff incidents quickly and effectivelyInvestigate billing issues and manage escalations with confidenceNegotiate resolutions and handle complaints professionallySupport project scoping and deliveryBuild strong relationships through proactive communicationProvide SLA reporting and trend analysisAttend service review meetings and on-site visitsWhat We’re Looking ForYou’re organised, proactive, and thrive in a fast-paced environment. You know how to manage priorities, build relationships, and take ownership of issues through to resolution.Essential ExperienceCustomer support experienceHandling escalations and objectionsStrong organisational and planning skillsConfident with Microsoft OfficeDesirable ExperienceMobile / telecoms industry backgroundCall centre experienceKnowledge of mobile device / network incident triageBilling query resolutionSkills & CompetenciesOrganisation & Planning : Stay ahead of deadlines and juggle priorities with easeCommunication : Clear, professional, and confident in every interactionProblem-Solving : Resolve issues constructively and influence outcomesTeamwork : Build strong relationships and contribute positively to team cultureWhat We Offer33 days holiday (inclusive of bank holidays), plus your entitlement will increase by one day for each full calendar year you are employed, up to a maximum of five days.Annual pay reviews.Holiday buy scheme.All-company bonus scheme.Death in service cover.Employee assistance programme.Company pension.Active social calendar.A strong focus on developing our people.About UsIntercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.Our Vision Is To Be The Best Technology Partner To Work For And With – We Are Really Proud Of Our Achievements So FarCustomer Net Promoter Score of +92Gold Award Investors in People AccreditationEmployer of the Year 2025 - British Business Excellence AwardGold Eco Vadis rating - Among the Top 3% of Companies for Sustainability PerformanceWe select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website. #J-18808-Ljbffr