Mobile Support Team Leader

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 Providers, 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: • To promote and conduct exemplary customer satisfaction standards throughout all work conducted • To provide 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 • Manage and resolve mobile service requests within SLA e.g. SIM swaps, cease/replace, account amendments, and tariff changes • To work all tariff changes, Bolt-Ons and mobile alerts thorough and effectively using best practice. To quickly identify ..... full job details .....