Mobile Managed Service Advisor in Farnborough

We have an exciting new vacancy for a Mobile Managed Service Advisor to join our team in the Farnborough office. In this position, you will play a key role in delivering an exceptional, personalised experience for our Managed Services customers. We're looking for a proactive, enthusiastic professional who takes pride in providing outstanding service, building strong customer relationships and managing day-to-day support for designated accounts and end users. With a keen eye for detail and a commitment to excellence, you'll help ensure every customer receives a tailored, professional service that exceeds expectations. Note this is a hybrid role with 3 days per week based in the Farnborough office. You must be able to commute to the office and have your own transport.

What you’ll do:

• Managing customer enquiries via phone, email, and ticketing systems, providing excellent support and communication throughout the customer journey.
• Taking ownership of customer tickets, ensuring prompt resolution and adherence to service level agreements (SLAs).
• Preparing quotations, processing orders, coordinating deliveries and supporting monthly invoicing activities.
• Maintaining accurate customer records, documentation and reporting within internal systems.
• Supporting device lifecycle management, including device configuration, deployment, repairs, recycling and stock control.
• Assisting with customer project rollouts, including user provisioning and device setup.
• Troubleshooting network and technical issues, escalating where appropriate and coordinating with suppliers and internal teams to achieve resolution.
• Building strong relationships with customers, suppliers and internal departments to deliver outstanding account management and service delivery.
• Producing customer reports and ensuring all account documentation remains accurate and up to date.
• Supporting continuous improvement activities, including process development, colleague training and knowledge sharing.
• Participating in customer meetings, roadshows and training sessions, providing technical support and guidance to end users.
• Identifying and escalating customer concerns, risks, or service issues to management when required.

What we are looking for?

Essential:

• Excellent customer service skills
• Self-motivated with the ability to manage your own workload
• A problem solver and the ability to learn products and processes within a timely manner
• High attention to detail and willingness to take ownership of internal and customer-impacting issues
• Be able to work as part of a wide and varied team
• Have the ability to multi-task and work within a pressurised and fast-moving environment
• Excellent communication skills; both verbal and written
• Good IT skills and strong knowledge of CRM’s and Microsoft office

Desirable:

• Experience in the IT, Telecommunications or Technology sector

Benefits:

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us
• Health Club and Wellbeing Scheme
• ARO Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working