Mobile Customer Care

About the Role
We’re looking for an experienced and customer-focused Mobile Analyst to join our dynamic team. This role is pivotal in ensuring our customers receive best-in-class support and service for their mobile technology needs. You’ll be the first point of contact for incidents and requests, responsible for triage, investigation, and resolution — delivering exceptional communication and ensuring every customer feels valued and supported.

Key Responsibilities

• Provide prompt and professional support for all customer mobile incidents and requests.
• Accurately identify, categorise, prioritise, and manage tickets through to resolution.
• Maintain excellent communication with customers, providing timely updates and ensuring SLAs and KPIs are consistently achieved or exceeded.
• Escalate complex issues to resolver teams or third-party suppliers where required, proactively managing these through to closure.
• Deliver a high level of first-time fixes and ensure customer satisfaction at every interaction.
• Contribute to the continuous improvement of service delivery and the internal knowledge base.
• Support the monitoring of bespoke customer requests and contractual obligations.
• Maintain compliance with company policies, including security, health, and safety standards.

About You
We’re looking for someone who thrives in a fast-paced, customer-facing environment and has a passion for solving problems. You’ll be confident managing multiple priorities while maintaining high service standards.

Essential Skills & Experience

• Experience in a mobile support or service desk environment within a large or complex organisation.
• Proven success in meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Strong understanding of ITIL processes and IT Service Management tools.
• Excellent communication and interpersonal skills — able to translate technical information into clear, simple language.
• Solid problem-solving and analytical abilities, with a proactive approach to continuous improvement.
• Familiarity with mobile suppliers and mobile fault diagnostics.
• Strong organisational and time-management skills.
• Eligibility to work in the UK without restriction.

Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.