Job Description

###

About The Role

Elevate Your Career as a Customer Service Support - Mobile Service!

Intercity Technology

is seeking a highly motivated and results-driven

Customer Service Support for Mobile Service

to join our dynamic team for a 12 month fixed term contract. 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

Intercity 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 far:


+ Customer Net Promoter Score of +92 Gold Award Investors in People Accreditation 3-star "World Class" Best Companies accreditation, and for 2022, 2023, and 2024: + The no. 1 best telecoms company to work for
+ 9th best mid-sized company in the UK to work for!
+ 7th best company in the West-Midlands to work for!
Platinum Eco Vadis rating

We 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.