New! Be one of the first to apply
Customer Service Support – Mobile Service
Intercity is looking for an Customer Service Support – Mobile Service in Birmingham
Job description
About The RoleElevate 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. 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 As Customer Service Support - Mobile Service
- 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.
- 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).
- 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.
- 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.
- 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
- Employer of the Year 2025 - British Business Excellence Award
- Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance
Extra information
- Status
- Closed
- Education Level
- Secondary School
- Location
- Birmingham
- Type of Contract
- Casual / Part Time Jobs
- Full UK/EU driving license preferred
- No
- Car Preferred
- No
- Must be eligible to work in the EU
- No
- Cover Letter Required
- No
- Languages
- English
Get similar vacancies sent to your mailbox
Fill in below which area you are searching in for a similar function and don't forget your e-mail address!