We are looking for a Service Fulfilment Supervisor to join the team!
About the role
We are looking for an experienced, professional and focused individual to work on a busy Service Desk, dealing with all aspects of 2nd line support and diagnostics.
To lead one section of the wider Service desk team the Service Fulfilment team. This section of Service desk is responsible for supporting customers through the range of core processes required to set up and service our customer connections. This role will be responsible for ensuring standards of service expectations and SLAs are met. Involving general duties ranging from responding to customer requests/queries via Zendesk (ticket management system) in many core process’s such as activation/Sim changes and 2nd line diagnostics.
As the Supervisor of the team the role requires a level of line management for all HR based activities. It also strong analytical skills with the data and reporting available in Zendesk and PowerBI. Stakeholder and relationship management is a must as this role will lead and develop many cross function and company relationships. Escalation and feedback resolution is essential to this role and the ability to create and track Continuous Improvement activities required to drive efficiencies across all parts of the Service desk Team
What we’re all about:
Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity! But we’re more than that. 🌍✨ Our mission? To make IoT management a breeze for any device, anywhere. With over 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.
Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! 🚀 While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.
IoT… a fancy acronym or a secret code?
The Internet of Things (IoT) is like the magical glue that keeps the world connected! 🌐✨ From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.
Your Daily Quest (Key Responsibilities):🌎
* Managing the team, setting KPIs, hosting 1-2-1, end of year PDP’s and weekly team meetings
* (CI) Continuous Improvement identification, creation and delivery to optimize existing processes within the company and actively enhance team initiatives
* Team skills analysis and onward training responsibility
* Review customer complaints and concerns and seek to improve all aspects of the customer experience
* Deep dive activity for all feedback on required forms for CSAT, NPS and Problem Management
* Ownership and identification of New Product readiness requirements for the Team, including training and planning roll out
* 2nd line support for diagnosing connectivity problems/issues as a cross skill
* Task processing for sim core processes
* Change of Ownership and Tariff change requests support
* Call overflows and administration
* Logging phone calls/ Chats and triaging queries using Zendesk
* Ensuring M2M SIM provisioning system (SIMPro) is kept up-to-date and accurate (despatches, activations, cancellations, suspensions etc)
* Liaising with networks to troubleshoot and diagnose faults to Level 2 level
* Escalating and passing tickets to L3 level in and out of Wireless Logic
* Managing and supporting dealer/customer and MNO relationships
* Reviewing fail out reporting from internal API activities
* Reviewing daily dashboard reporting on core processes in order to allocate the correct priority
* Proactive outbound communication to customers to solve or move tickets to the correct team
* Ad hoc duties as required.
The Secret Sauce (Key Experience & Skills):🍨
* A minimum of 2 years’ experience of Service Desk management principals and processes
* Previous experience operating within a business of large contracts within the services/telecommunications industry would be highly advantageous.
* Experience of using Sage X3 and Zendesk would be beneficial.
* Excellent verbal and written communication skills
* Excellent attention to details is essential
* Must have the ability to work unsupervised and on own initiative
* Highly organised
* Ability to thrive in a high pressure, fast paced work environment and be a natural problem solver.
* Experience of using Excel, Power point and Word
* Excellent team player, personable and able to operate at all levels
* Excellent attention to detail & good time management and organisation skills
* Be proactive in approach and be a team player willing to go that extra mile when required in line with the business needs.
What Will Make You Shine At Wireless Logic (Behaviours & Culture) 😇:
* Enthusiastic, take a logical and proactive approach to problem solving
* Confident in the transfer of knowledge to customers and to the teams and other functions
* Able to thrive in a fast-paced environment and be a natural problem solver.
* A team player willing to go that extra mile in line with the customer and business needs
* Dedicated to using the data and reporting tools to spot trends and look for improvements
Why Come Work With Us?👋
Here’s why we’re confident you’ll love being part of our team:
🚀 The chance to join a creative, entrepreneurial company where bold ideas are celebrated.
🎓 Full training, ongoing support, and the tools to help you thrive and grow in your role.
❤️ We’re a company with heart. We genuinely care about our people and make sure everyone feels valued, respected, and part of the family.
For UK: Benefits Of Being Part Of The Team: 🎁
* 25 days holiday
* Buy up to 5 days additional holiday
* Birthday Day off
* Enhanced Maternity/Paternity Leave
* Group Company Pension Scheme
* Private Medical Insurance
* Discounted Gym membership at over 3000 Gyms
* Dental cover & optical cover
* Company Sick Pay Scheme
* Cycle to work scheme
* Onsite parking & onsite gym
* Access to a variety of online discounts on major retailers
* Employee assistance program
Ok, I'm Interested, What’s Next?🙌
Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application.
We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities.
How we work?🏢
We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.
Wireless Logic unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.
By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us and we will respond to your query as soon as possible.