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. 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.
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 You
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
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.