Mobile Support Team Leader

Opustech; Reigate; On-site; GBP 36,000 - 40,000; Full time

Benefits offered by this job

Private healthcare

Pension & life insurance

Maternity & paternity

Dreamball draw

Training & development

Company events

Outstanding performer awards

Volunteering days

Refer a friend bonus

Holiday allowance 25 days

Daily breakfasts

Job summary

Opus is looking for a Mobile Support Team Leader to guide the Mobile Support team in delivering Incident and Service Request support across EE, O2, and Vodafone estates. You will operate as a player-manager, handling a ~500-ticket monthly cadence within SLA and collaborating with cross-functional teams to optimise the customer journey.

The role requires proven team leadership in mobile support or customer service, strong CRM knowledge, and a focus on process improvements to scale operations.

Qualifications

• At least 5 GCSE Grades at ‘C’ level or above including Maths and English
• Experience in a mobile support, customer service or coordination role with team leadership preferred
• Working knowledge of UK mobile carrier processes (EE, O2, Vodafone) is essential
• Strong attention to detail and conflict resolution skills
• Excellent customer care and work ethic; ability to lead, coach and develop a team
• Strong verbal and written communication skills; CRM experience desirable (Halo PSA or Dynamics 365 CRM)
• Aligned with Opus core values

Responsibilities

• Lead the Mobile Support team in delivering Incident and Service Request support for EE (BT), O2 and Vodafone estates
• Act as a player-manager handling a caseload of ~500 tickets per month within SLA
• Collaborate with Project Provisioning and Customer Experience teams to ensure a smooth customer journey
• Drive continual process improvement to scale the Mobile Support function
• Provide monthly performance reporting to the Head of Technical Services

Skills

Team leadership

Customer service

Communication

Conflict resolution

Co-ordination

On-call management

Education

GCSE qualifications

Tools

Halo PSA

Dynamics 365 CRM

Job description

Be a key player in our Mobile support team

Imagine yourself in a role where your professional growth and creativity are championed every step of the way. Opus is the UK’s largest independent Managed Service Providers, recently ranked as “World class” by the Best Companies to work for awards.

The Mobile Support Team Leader role will be responsible for leading the Mobile Support team in delivering Incident and Service Request support across Opus’s EE(BT), O2, and Vodafone customer estates. Operating as a player-manager, the role combines hands-on ticket resolution with day-to-day leadership of the team, managing a caseload of approximately 500 tickets per month within SLA. The role works closely with the Project Provisioning and Customer Experience teams to ensure a seamless customer journey and drives continual process improvement to help build a high-performing, scalable Mobile Support function.

Additionally, you will be responsible for:

• to promote and conduct exemplary customer satisfaction standards throughout all work conducted
• To provide support for all smart devices and first level support for all platforms (Android/iOS) to leverage all knowledgebase articles and individual expertise to resolve mobile incidents quickly
• Manage and resolve mobile service requests within SLA — e.g. SIM swaps, cease/replace, account amendments, and tariff changes
• To work all tariff changes, Bolt-Ons and mobile alerts thorough and effectively using best practice. To quickly identify risk where appropriate and in relation to customers mobile utilisation and spend
• To effectively plan and have oversight of the various requests within the team’s ownership, to execute the mobile requests within SLA
• Ensuring you are kept up to date on all suppliers’ portals, identifying any issues that are present or may arise, effectively communicating with all suppliers
• Ensure that during your designated on-call week, you have the on-call phone and laptop with you
• Work closely with the Head of Technical Services to help build a high-performing department that is structured for growth, scalability, and increased automation over time, including lesson learned internal process
• Provide monthly reporting to the Head of Technical Services on team performance: ticket volumes, SLA/KPI adherence, backlog status, and root cause trends

Salary £36-£40k DOE
Hybrid working for a good work/life balance

The talents we are excited to see

You will have the following experience/skills:

• 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
• Keen eye for detail and strong conflict resolution
• Excellent customer care skills and work ethic
• Proven ability to lead, coach, and develop a team
• Ability to communicate verbally and in writing in a professional manner
• Exposure to Halo PSA or Dynamics 365 CRM desirable
• Aligned with the Opus core values

Your exclusive benefits

• A comprehensive Private Healthcare and Cash Plan
• Pension and life insurance
• Enhanced Maternity and Paternity
• Entry to the £3,000 quarterly Dreamball draw
• Personalised training and development pathways
• Regular fully funded companywide events
• Monthly ‘outstanding performer’ accolades
• Enriching paid volunteering days
• A rewarding Refer a friend scheme (£1,000)
• The flexibility to adjust your holiday allowance (25 days pa)
• Complimentary daily breakfasts in the office

Where your values align with ours

• Work together to win together
• Be brave and think differently
• Own it and never give up
• Strive to be the best
• Stay curious and keep learning

Meet Opus

Established in 1992, we are different to the rest, priding ourselves on being a customer-driven and service-led technology provider. Our focus is delivering tailored technology with purpose and building long-term partnerships with our clients.

By joining Opus, you embark on an exhilarating journey filled with impactful projects and continuous professional development, empowering you to expand your expertise and leave a significant mark on businesses nationally.

We have a Culture Club led by award-winning colleagues from across the business, giving our people a voice and helping shape a positive, inclusive workplace culture. From gathering feedback to social initiatives like our book and film club, it’s all about bringing people together and creating a more engaging place to work.

If you're ready to be part of a dynamic team and help us reach new heights, we'd love to hear from you.