Lead Mobile Support Team (Hybrid)

Opus Technology; Reigate; Hybrid; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Private Healthcare

Cash Plan

Pension and Life Insurance

Enhanced Maternity and Paternity

Dreamball quarterly draw

Training and development pathways

Companywide events

Refer a friend scheme

25 days holiday

Complimentary daily breakfasts

Job summary

Opus Technology is seeking a Mobile Support Team Leader in the UK to drive a high-performing mobile support function. You will lead a small team, resolve incidents, and manage a busy volume of tickets while ensuring SLA adherence and continuous process improvement.

You will collaborate with provisioning and customer experience teams to deliver a seamless journey, with hybrid work and ongoing professional development opportunities.

Qualifications

• At least 5 GCSE Grades at 'C' level or above to include Maths and English.
• Previous experience in a mobile support, customer service, or co-ordination role required, with previous team leader or supervisory experience preferred.
• Working knowledge of UK mobile carrier processes (EE, O2, Vodafone) is essential.
• Excellent customer care skills and work ethic.
• Proven ability to lead, coach, and develop a team.

Responsibilities

• Lead the Mobile Support team delivering Incident and Service Request support across EE, O2, and Vodafone estates.
• Manage a caseload of ~500 tickets per month within SLA as player-manager.
• Provide monthly reporting to the Head of Technical Services on team performance.
• Work with Project Provisioning and Customer Experience teams to ensure a seamless customer journey.
• Oversee on-call duties and maintain up-to-date knowledge of supplier portals.

Skills

Mobile support

Team leadership

Customer service

Conflict resolution

Communication skills

Education

GCSEs incl. maths & English

Tools

Halo PSA

Dynamics 365 CRM

Job description

Opus Technology is seeking a Mobile Support Team Leader in the UK to drive a high-performing mobile support function. You will lead a small team, resolve incidents, and manage a busy volume of tickets while ensuring SLA adherence and continuous process improvement.

You will collaborate with provisioning and customer experience teams to deliver a seamless journey, with hybrid work and ongoing professional development opportunities.