Mobile Coordinator

We are seeking a highly organized and customer-focused Mobile Coordinator to support the delivery of mobile orders, manage customer queries, and oversee the resolution of any reported faults. The Mobile Coordinator will play a crucial role in delivering exceptional service to customers while ensuring that all orders and support tickets are completed within agreed timescales.

This role requires excellent communication, strong organizational skills, and a proactive approach to managing both customer needs and internal processes. As part of the mobile projects function, you will contribute directly to Global 4’s operational efficiency and customer satisfaction.

Key Responsibilities1. Support the Delivery of All New Orders
- Order Management: Place orders with service providers, ensuring alignment with the agreed solution for the customer. Monitor and manage the progress of all mobile-related orders and support tickets.
- Porting Processes: Oversee the porting of numbers, ensuring compliance with carrier processes and timely delivery.
- Internal Coordination: Communicate effectively with internal teams to ensure a quick turnaround of schedules, enabling Global 4 to start generating revenue as soon as possible.
- Supplier Relationships: Build and maintain professional relationships with suppliers, ensuring smooth communication and timely resolution of any service failures.
- Technical Support: Provide accurate technical support to mobile customers and ensure the delivery of the customer’s solution is on track.
- Collaboration: Liaise closely with the Mobile Project Manager and Head of Projects to ensure work stack and schedules are met.

2. Deliver Exceptional Customer Experiences
- Customer Updates: Provide regular, proactive updates to customers throughout the delivery of their mobile orders, ensuring clear and consistent communication.
- Customer Issues: Own and resolve customer issues related to order delivery, escalating where necessary to ensure resolution.
- Customer Feedback: Actively request customer feedback through Trustpilot, driving positive ratings and improving customer service.
- CSP Processes: Follow service provider processes and escalate service failures in line with company policies, while always striving to exceed customer expectations.

3. Follow Company Work Instructions
- Ticket Management: Ensure accurate and detailed notes are added to tickets for every action, following company work instructions and ISO processes.
- Professional Communication: Communicate in a professional and friendly manner with both internal teams and external stakeholders (customers and suppliers).
- Escalation: Follow defined escalation paths for both internal grievances and customer complaints.

4. Team & Self Development
- Industry Knowledge: Keep up to date with the latest industry practices, mobile products, and services.
- Collaborative Support: Support the team by assisting with ticket queues and new orders when needed, maintaining a collaborative team environment.
- Professional Growth: Proactively seek personal development opportunities and identify areas where further skills are required.
- Promote Company Values: Uphold and promote Global 4’s culture, values, and vision within the team.

Required Skills & Experience
- Experience: Previous experience in mobile coordination, customer service, or a similar role.
- Technical Knowledge: Understanding of mobile technology, porting processes, and service provider systems.
- Customer Focused: Strong customer service orientation with a passion for delivering exceptional experiences.
- Communication: Excellent written and verbal communication skills, with the ability to engage with customers and suppliers professionally.
- Organizational Skills: Ability to manage multiple tasks and priorities efficiently in a fast-paced environment.
- Teamwork: A team player who thrives in a collaborative environment.
- CRM Systems: Familiarity with CRM systems for ticket management and customer communications.

Preferred Qualifications
- Telecoms Certifications: Knowledge of mobile device management (MDM) and experience with mobile service providers or telecoms industry certifications.
- Technical Experience: Previous experience with mobile network systems or mobile project management.
- Project Management: Knowledge of project management practices, with experience in tools such as MS Project, Asana, or Trello.

KPIs & Competencies

KPIs:

- User Fields: Maintain user fields in real-time for all new deal orders to ensure accurate financial forecasting.
- Ticket Response: 100% of all New Deal Mobile (ND) Tickets receive an introduction call within 24 hours of allocation.
- Delivery SLAs: 80% of all Mobile ND and ASM tickets delivered within defined SLAs.
- Suspensions and Ceases: Action all suspensions and ceases within 1 working day or as per customer requirements.
- Call Handling: Answer presented inbound calls within 25 seconds.
- Customer Engagement: Maintain a customer enga