0345 868 7848 Contact Us
0345 868 7848 Contact Us

Mobile Customer Support

Location: London

Report to: Support Manager

Salary: Competitive

Working hours: Mon to Thursday 9-5.30pm, Fridays 9-5 pm

Company Overview

Established in 2006, FluidOne is an award-winning Connected Cloud Solutions provider with a £37m turnover that boasts the highest Net Promoter Score (NPS) in the industry, 86 (Dec 2020). Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 140 staff and was ranked as outstanding in the Sunday Times Best Companies to work for awards.

FluidOne supports the needs of 1,150 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, SASE, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. It doesn’t just provide its customers with off the shelf solutions but consults with them to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business application wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006) and CFO Roy Hastings, the management team is backed by Livingbridge to support their ambitious 8-year strategy.

Staff culture is key to our success, and the leadership team are committed to ensuring that we are one of the best places to work in the country. We are silver certified for Investors in People, in 2021 were awarded the 2-star outstanding accreditation from Best Companies and in 2020 we ranked 36th in the Sunday Times best small companies to work for in London.

Role overview

This role is ideal for someone with experience in a Mobile Retail or Commercial environment with an understanding of mobile technology, pricing, porting and service.
You will be working in a team of five people supporting our direct and indirect mobile base.
FluidOne uniquely offers connections through all three of the main UK network providers, Vodafone, EE and O2, with an industry leading NPS Score of 84 we expect the highest level of service from our staff. In total the team supports 25,000 mobile customers.

FluidOne is a fast-growing dynamic company and the right candidate will see opportunity for rapid career progression.

Full Job Specification

Client Support:

  • Responds to phone calls, client portal requests and emails supporting customer requests for new connections, adds moves and changes.
  • Uses our CRM system and helpdesk software to record and support all customer interactions.
  • Ensures accurate and timely processing and response to our customers’ requirements ensuring response and resolution SLA targets are met
  • Responsible for ensuring issues are escalated where necessary to the management team.
  • Configuring mobile devices, and
  • Fault diagnosis and resolution through liaison with our suppliers, taking ownership of the issue and responsibility for chasing and resolving the issue whatever the source of the challenge.
  • Coordinating tests and troubleshooting with clients to resolve technical faults
  • Management of large orders and complex roll out of connections for large customers.
  • Communicating clearly and concisely to our customers ensuring they are update at all stages of their interaction with us according to the response SLA.
  • Any other duties commensurate to role as assigned by your Line Manager

Experience / Qualifications

  • Customer Service Experience essential.
  • Previous knowledge of Mobile Telecoms Industry.
  • Experienced in the use of Excel and Word to an intermediate level.
  • A good standard of English language, spelling and Grammar that will be tested at interview stage.
  • Strong communication skills – an understanding of when and why and how a customer needs to be communicated with.

Location: based in our offices on the South Bank in London, during the pandemic the role will be working from home

Benefits after probationary period

Free Health and subsidised dental care
Employee Assistance programme
Life assurance (3 x salary)
Generous Holiday
FluidOne breakfast and refreshments on working days
Regular company outings- go karting, top golf, go ape to name a few
Pension contribution- 6% company contribution
Free internet connectivity
£50 Birthday Voucher
Ride2Work scheme
Department incentives
Volunteer day scheme
Individual bonuses

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