To provide a blended service management and customer support role based in our Guernsey Retail Store. The role will be dedicated a minimum of three days per week managing a key customer Mobile Device Management (MDM) contract, ensuring mobile devices, users, tickets and service requests are handled accurately, securely and within agreed processes, procedures and Service Level Agreement.
The postholder will be responsible for day-to-day operational delivery: coordinating work, resolving routine requests, escalating specialist issues, keeping customers informed, and supporting a strong customer experience for a large customer.
As a secondary priority the role will support door-to-door and home-visit activity and provide occasional shop‑floor support where required.
MAIN DUTIES AND RESPONSIBILITIES
* Role balance and service ownership
* Manage the weekly work allocation across the identified Guernsey MDM contract and customer, field and retail activity.
* Perform routine MDM administration, customer bookings and device deployments, including initial fault‑finding for day‑to‑day support.
* Maintain accurate service, ticket, appointment and asset records so that work is traceable, auditable and visible to relevant teams.
* Prioritise work in line with customer impact, service commitments, Retail Sales Manager direction and business requirements.
* Provide regular status updates on workload, risks, recurring issues and any customer‑impacting matters.
States of Guernsey MDM contract management
* Manage routine requests, incidents and service tasks relating to the MDM contract.
* Where trained and authorised, support device enrolment, provisioning, application deployment, profile/configuration updates, compliance checks, device swaps, decommissioning and secure wipe processes.
* Use and update relevant MDM, ticketing, CRM and asset‑management systems accurately and in line with agreed procedures.
* Monitor ticket status, service quality, device records and follow‑up actions so that open items do not drift or remain unresolved.
* Coordinate escalations with Application Support, Service Desk, Security, B2B Operations / CTIO and other specialist teams where a request moves beyond routine administration or first‑line support.
* Communicate clearly and professionally with customer stakeholders and users, setting expectations and confirming next steps.
* Handle lost, stolen, compromised or non‑compliant device scenarios in line with security, data protection and incident management procedures.
Door‑to‑door and home‑visit support
* Support door‑to‑door and home‑visit activity by preparing customer information, appointment notes, equipment, follow‑up actions and related tickets.
* Attend customer homes or premises where required to assist with service queries, customer onboarding, device/service setup, demonstrations and after‑sales support.
* Identify customer needs and present appropriate Sure mobile, residential and support options, ensuring customers receive clear, honest and useful information.
* Update orders, tickets and customer records promptly after visits, including next steps, dependencies and escalations.
* Follow all lone working, driving, health and safety, data protection and security requirements when working away from the Retail Store.
Occasional shop‑floor support
* Provide shop‑floor support when required to cover customer demand, colleague absence, appointment peaks or specific service needs.
* Demonstrate and sell products and services from Sure's mobile and residential portfolio, ensuring customers understand the options available to them.
* Process orders, SIM/device changes, returns, payments, account updates and follow‑up actions accurately using the relevant systems and procedures.
* Ensure every customer leaves with their need met or with a clear, agreed process and timescale for completion.
* Contribute to personal and team service, sales, retention and customer experience standards.
General responsibilities
* Attend daily briefings, team meetings and any training required for Retail, MDM, information security, systems, products or customer service.
* Understand and comply with licence, regulatory, data protection, payment card, financial crime, information security and incident reporting requirements relevant to the role.
* Understand and comply with health and safety responsibilities relevant to the role and work in accordance with Sure safety procedures and safe working policies.
* Maintain confidentiality and handle customer, government and device data with appropriate care and security.
* Safeguard the Company from legal, security, financial and reputational risk by following policy, escalating issues and maintaining accurate records.
* Work flexibly as part of One Team, supporting changing business and customer requirements while maintaining service quality.
SKILL REQUIREMENTS
Essential
* A passion for putting the customer first and delivering consistently high standards of customer care.
* Previous customer service and/or sales experience, ideally within retail, telecoms, technology or field support.
* Ability to carry out service management duties, including ticket ownership, prioritisation, follow‑up, escalation and accurate record keeping.
* General IT and mobile technology understanding, with the motivation to learn MDM platforms, device administration and related security processes.
* Strong written and verbal communication skills, with the confidence to deal with customers, field colleagues, operational teams and States of Guernsey stakeholders.
* Ability to work independently, manage competing priorities and complete day‑to‑day tasks without close supervision.
* Good problem‑solving skills and the judgement to know when to resolve, when to escalate and when to seek guidance.
* High attention to detail and the ability to produce accurate, quality work across tickets, customer records, orders and device/asset records.
* Ability to deal calmly and professionally with difficult customers or sensitive service issues.
* Good personal presentation and ability to promote the Sure brand and progressive image.
* Full valid driving licence recognised in Guernsey and willingness to attend customer homes or premises when required.
Desirable
* Experience with Microsoft Office, Microsoft 365, CRM systems, ticketing systems or retail sales systems.
* Familiarity with Microsoft Intune, Apple Automated Device Enrolment, Samsung Knox, Android Enterprise or similar MDM tools.
* Understanding of iOS, iPadOS, Android, Windows and mobile device troubleshooting.
* Experience supporting business, public sector or contract‑based customers.
* Knowledge of Sure mobile and residential products and services.
* Understanding of modern retail technology and customer‑facing digital tools.
* ITIL Foundation, Microsoft 365 Fundamentals, Azure Fundamentals, CompTIA or similar entry‑level IT qualification.
Personal/Behavioural attributes
* Self‑motivated, organised and reliable, with the ability to work alone or as part of a team.
* Flexible and practical, with willingness to support MDM contract work, field activity, ticket queues and shop‑floor demand as priorities change.
* Comfortable with technology and proactive in learning new systems, products and procedures.
* Professional, discreet and trusted with confidential customer, business and government information.
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