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Mobile Services Team Leader

Capita Group Resourcing
Closing date
21 Sep 2021

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Technology & New Media
Salary Band
Contract Type
Full Time
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Capita is looking for a Mobile Services Team Leader within the Telephony team. The Telephony team provide and support a wide range of mobile and landline telephony solutions. The role will involve supervision of junior team members and will primarily concentrate on ensuring that the day-to-day service support requirements are delivered to a high standard and we meet customer requirements. Mobile services are provided to several customers at a variety of locations and the role will involve processing requests for new & existing telephony services & to analyse end user requests to identify their telephony needs. There will be a requirement to work from customer locations which includes London offices. The role provides the opportunity for the successful candidate to become a member of the team to strive for continued improvement from our key suppliers. Our service has a key focus on high level of customer service.

What you'll be doing:
  • managing the provision & delivery of mobile service requests within the SLA
  • maintaining records and databases in respect of equipment & services
  • managing 3rd party suppliers in order to provide high standard of service delivery & support
  • managing client relationship in order to provide advice and support
  • producing analytical information with a view to identifying performance improvements
  • providing performance reports for client and internal management team
  • creating and maintaining service processes
  • producing accurate reports that are shared with the customer
  • managing team administration, including billing
  • supporting internal partners with service developments & technology change
  • developing key performance indicators and maintain the delivery monthly
  • performing any other duties and responsibilities as may be assigned by the Telephony Manager

What we're looking for:
  • Experience with service delivery and incident management
  • Experience with providing a high standard of customer support and working with customers at all levels
  • Excellent written and verbal communication skills,
  • Experience with reporting and billing analysis
  • Experience of dealing with staff at all levels of the business and also with 3rd party suppliers
  • Ability to proactively identify service improvements
  • Leadership experience and excellent planning and organisational skills
  • Good technical skills, in MS Office applications, especially excel.
  • Ideally, awareness of telephony solutions (fixed and mobile networks)

About Capita IT Services

At Capita IT Services, we're connecting people to the services they need the most, from application and service management, to data-centre and cloud capabilities. We're delivering innovative digital and managed services to customers across the UK, including the NHS, DVSA and BAE Systems. Our teams are helping the West Midlands Police to deal with more than 2,000 calls a day and securing data for Energia customers in Ireland. Join us and discover better ways to support the digital and IT needs of the future.

What's in it for you?
  • A competitive basic salary
  • 23 days' holiday (rising to 27) with the opportunity to buy extra leave
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
  • Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees. During the application process, you'll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.

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