Mobile Service Support Specialist

Intercity Technology Ltd; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A reputable technology solutions provider in Birmingham seeks a Mobile Service Account Specialist to manage customer accounts, resolve queries, and maintain service standards. Candidates should possess strong customer support experience, organizational skills, and familiarity with Microsoft Office. This role offers a collaborative environment with excellent benefits, including bonus schemes and extensive holiday entitlement.

Benefits

33 days holiday (inclusive of bank holidays)

Annual pay reviews

Holiday buy scheme

All-company bonus scheme

Death in service cover

Employee assistance programme

Company pension

Active social calendar

Focus on developing our people

Qualifications

• Customer support experience is essential.
• Experience in handling escalations and objections.
• Must have strong organisational and planning skills.

Responsibilities

• Own the customer experience and manage accounts, orders, and tariff queries.
• Triage and resolve device and tariff incidents quickly and effectively.
• Investigate billing issues and manage escalations with confidence.

Skills

Organisation & Planning

Communication

Problem-Solving

Teamwork

Tools

Microsoft Office

Job description

About The Role

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

We’re looking for a Mobile Service Account Specialist to deliver exceptional support to our valued customers and help us maintain our industry-leading service standards. You’ll 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 that’s passionate about building strong relationships and driving customer satisfaction. With an average CSAT of 9.8 and NPS of +87.1, we’re 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 We’re Looking For

You’re 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 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.