Mobile Service Support Specialist

Birmingham - UK

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Keep customers smiling. Stay one step ahead. Be our next Mobile Service Account Specialist!

Were looking for a Mobile Service Account Specialist to deliver exceptional support to our valued customers and help us maintain our industry-leading service standards. Youll be at the heart of our customer experience managing accounts resolving queries and ensuring every interaction reflects our commitment to excellence.

This is your chance to join a fast-paced collaborative team thats passionate about building strong relationships and driving customer satisfaction. With an average CSAT of 9.8 and NPS of 87.1 were proud of what we do and we want you to help us go even further.

Key Responsibilities as a Mobile Service Account Specialist:

Own the customer experience manage accounts orders and tariff queries
Triage and resolve device and tariff incidents quickly and effectively
Investigate billing issues and manage escalations with confidence
Negotiate resolutions and handle complaints professionally
Support project scoping and delivery
Build strong relationships through proactive communication
Provide SLA reporting and trend analysis
Attend service review meetings and on-site visits

What Were Looking For

Youre organised proactive and thrive in a fast-paced environment. You know how to manage priorities build relationships and take ownership of issues through to resolution.

Essential experience:

Customer support experience
Handling escalations and objections
Strong organisational and planning skills
Confident with Microsoft Office

Desirable experience:

Mobile/telecoms industry background
Call centre experience
Knowledge of mobile device/network incident triage
Billing query resolution

Skills & Competencies

Organisation & Planning: Stay ahead of deadlines and juggle priorities with ease
Communication: Clear professional and confident in every interaction
Problem-Solving: Resolve issues constructively and influence outcomes
Teamwork: Build strong relationships and contribute positively to team culture

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 isnt all about tech. Its 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. Were 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.

Required Experience:

Keep customers smiling. Stay one step ahead. Be our next Mobile Service Account Specialist!Were looking for a Mobile Service Account Specialist to deliver exceptional support to our valued customers and help us maintain our industry-leading service standards. Youll be at the heart of our customer ex...