Customer Service Support - Mobile Service

About The Role

Intercity Technology is seeking a highly motivated and results-driven Customer Service Support for Mobile Service to join our dynamic team. As a Customer Service Support for Mobile Service, you will be responsible for supporting customer accounts by phone and email, including order management, account and tariff queries/reporting, triage and resolution of customer device/tariff incidents, as well as billing investigations.

We are a fast-paced, professional team, passionate about driving a great customer experience, reflected in our impressive CSAT (9.8) and NPS (+87.1) scores. We operate a hybrid working environment, with a minimum of 3 days at our Birmingham HQ and 2 days from home.

Key Responsibilities:

• Customer Support: Develop relationships with customers through day-to-day support requests via phone and email.
• Order Administration: Manage customer orders, triage, and resolve customer incidents.
• Escalation Management: Investigate customer escalations and drive forward our NPS and CSAT operations.

Requirements:

• Minimum of 5 GCSEs (C and above).
• Experience in a customer support role.
• Ability to manage workload in a fast-paced environment.
• Experience handling escalations and managing objections, taking ownership of issues through to resolution.
• Strong relationship, planning, and organisational skills.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).

Preferred:

• Experience in the mobile/telecoms industry.
• Experience in a call centre environment.
• Experience triaging support of mobile devices/network incidents.
• Experience resolving billing queries/incidents.

Competencies:

• Teamwork: Develop and maintain positive working relationships with colleagues and other team members, contributing to the achievement of team and organisational goals.
• Communication: Strong written and verbal communication skills, able to articulate clearly and appropriately to the situation.
• Conflict Resolution: Ability to overcome potential conflict and gain cooperation by explaining benefits and understanding others' views.
• Influencing Others: Address issues in an open, constructive, professional manner, persuading others to approach issues similarly.

What We Offer:

• 33 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 Us