0345 868 7848 Contact Us
0345 868 7848 Contact Us

Mobile Support Engineer

Location: London

Report to: Support Manager

Salary: Competitive

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

Company Overview

FluidOne, established in 2006, is the most connected network aggregator in the UK with services delivered via Platform One, our software defined national fibre network, which won the Queens Award for Innovation.

From Platform One’s 19 anchor datacentre pops around the UK, it blends the services of over 30 different asset owning communications providers, including IoT, Ethernet, Broadband, Mobile, Internet, WIFI, Cloud, International and hosting services into one ready to compare, ready to quote, ready to order, ready to use national service that can be tailored via its online portal, DASH, helping our customers and partners to securely connect any device, wherever they may be, to their mission critical applications and data.

This means for any UK business location we will have the most choice of suppliers and connectivity technology options, making us number one for multi-site customers.
Our vision is to be the best quality Connected Cloud Solutions provider to UK businesses, consulting to help customers and partners digitally transform their IT and communications, enabling them to be agile and focus on their business. Creating multi-cloud, multi-connected environments that are secure and simple for the customer to access, whilst delivering fantastic customer experience, from end user to application.

Customer experience and high-quality service are at the heart of our strategy, and we have a Net Promoter Score (NPS) of 83 as at June 2020 which is the highest in UK telecoms, against an industry average of 35, making us number one for service in UK telecoms.

The management team is led by our CEO Russell Horton, CFO Hemant Patel and COO Chris Rogers who co-founded the business in 2006. The management gained backing for their long-term strategy from Livingbridge, a market leading private equity investor, to acquire the business in Feb 2019 which gives us investment firepower to grow the business. Our strategy is to grow both organically and via acquisition, bringing an increased range of Connected Cloud related services to our customer base, including UC, IT Cloud, IoT and security, to support customers on their digital transformation journeys.
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 and in 2020 we ranked 36th in the Sunday Times best small companies to work for in London.

At March 2020 we were £31m revenue, have 100 staff based in 3 locations, and approx. 900 customers ranging from FTSE100 to SME and including 200 resellers. We are Microsoft Gold partners and with quality at the heart of our strategy we hold 5 ISO accreditations.

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

  • 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
Discounted gym membership
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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