At a Glance
- Tasks: Lead a dynamic Mobile Support team while resolving customer issues and driving process improvements.
- Company: Join Opus, the UK's largest independent Managed Service Provider with a world-class reputation.
- Benefits: Enjoy hybrid working, competitive salary, private healthcare, and exciting company events.
- Other info: Be part of a culture that values collaboration, learning, and community engagement.
- Why this job: Make a real impact in a supportive environment that champions your growth and creativity.
- Qualifications: GCSEs in Maths and English, plus experience in mobile support or customer service.
The predicted salary is between 34200 - 41800 £ per year.
Imagine yourself in a role where your professional growth and creativity are championed every step of the way. Opus is the UK’s largest independent Managed Service Provider, recently ranked as “World class” by the Best Companies to work for awards.
Be a key player in our Mobile support team. The Mobile Support Team Leader role will be responsible for leading the Mobile Support team in delivering Incident and Service Request support across Opus’s EE(BT), O2, and Vodafone customer estates. Operating as a player-manager, the role combines hands-on ticket resolution with day-to-day leadership of the team, managing a caseload of approximately 500 tickets per month within SLA. The role works closely with the Project Provisioning and Customer Experience teams to ensure a seamless customer journey and drives continual process improvement to help build a high-performing, scalable Mobile Support function.
Additionally, you will be responsible for:
- Promoting and conducting exemplary customer satisfaction standards throughout all work conducted.
- Providing support for all smart devices and first level support for all platforms (Android/iOS) to leverage all knowledgebase articles and individual expertise to resolve mobile incidents quickly.
- Managing and resolving mobile service requests within SLA — e.g. SIM swaps, cease/replace, account amendments, and tariff changes.
- Working all tariff changes, Bolt-Ons and mobile alerts thoroughly and effectively using best practice. Quickly identifying risk where appropriate and in relation to customers' mobile utilisation and spend.
- Effectively planning and having oversight of the various requests within the team’s ownership, executing the mobile requests within SLA.
- Ensuring you are kept up to date on all suppliers’ portals, identifying any issues that are present or may arise, effectively communicating with all suppliers.
- Ensuring that during your designated on-call week, you have the on-call phone and laptop with you.
- Working closely with the Head of Technical Services to help build a high-performing department that is structured for growth, scalability, and increased automation over time, including lesson learned internal processes.
- Providing monthly reporting to the Head of Technical Services on team performance: ticket volumes, SLA/KPI adherence, backlog status, and root cause trends.
Salary £36-£40k DOE. Hybrid working for a good work/life balance.
The talents we are excited to see:
- At least 5 GCSE Grades at ‘C’ level or above to include Maths and English.
- Previous experience in a mobile support, customer service, or co-ordination role required, with previous team leader or supervisory experience preferred.
- Working knowledge of UK mobile carrier processes (EE, O2, Vodafone) is essential.
- Keen eye for detail and strong conflict resolution.
- Excellent customer care skills and work ethic.
- Proven ability to lead, coach, and develop a team.
- Ability to communicate verbally and in writing in a professional manner.
- Exposure to Halo PSA or Dynamics 365 CRM desirable.
- Aligned with the Opus core values.
Your exclusive benefits:
- A comprehensive Private Healthcare and Cash Plan.
- Pension and life insurance.
- Enhanced Maternity and Paternity.
- Entry to the £3,000 quarterly Dreamball draw.
- Personalised training and development pathways.
- Regular fully funded companywide events.
- Monthly ‘outstanding performer’ accolades.
- Enriching paid volunteering days.
- A rewarding Refer a friend scheme (£1,000).
- The flexibility to adjust your holiday allowance (25 days pa).
- Complimentary daily breakfasts in the office.
Where your values align with ours:
- Work together to win together.
- Be brave and think differently.
- Own it and never give up.
- Strive to be the best.
- Stay curious and keep learning.
Meet Opus. Established in 1992, we are different to the rest, priding ourselves on being a customer-driven and service-led technology provider. Our focus is delivering tailored technology with purpose and building long-term partnerships with our clients.
By joining Opus, you embark on an exhilarating journey filled with impactful projects and continuous professional development, empowering you to expand your expertise and leave a significant mark on businesses nationally.
We have a Culture Club led by award-winning colleagues from across the business, giving our people a voice and helping shape a positive, inclusive workplace culture. From gathering feedback to social initiatives like our book and film club, it’s all about bringing people together and creating a more engaging place to work.
If you're ready to be part of a dynamic team and help us reach new heights, we’d love to hear from you.
Mobile Support Team Leader in Reigate employer: Opus Technology
Opus Technology is an exceptional employer that prioritises employee well-being and professional growth. With a strong focus on hybrid working, comprehensive healthcare benefits, and dedicated training pathways, team members are empowered to thrive in a supportive work culture that values innovation and collaboration. Joining our Digital Transformation team in the UK means being part of a forward-thinking organisation that invests in your future while offering a competitive salary and unique perks.
