Job Description

Job Title: Mobile Managed Service Advisor

Location: Farnborough

Salary: £26,228

Contract type: Permanent

#LI-Hybrid

About the role

We have an exciting new vacancy for a Mobile Managed Service Advisor to join our team in the Farnborough office. In this position, you will play a key role in delivering an exceptional, personalised experience for our Managed Services customers. We're looking for a proactive, enthusiastic professional who takes pride in providing outstanding service, building strong customer relationships and managing day-to-day support for designated accounts and end users. With a keen eye for detail and a commitment to excellence, you'll help ensure every customer receives a tailored, professional service that exceeds expectations.

Please note this is a hybrid role with 3 days per week based in the Farnborough office. You must be able to commute to the office and have your own transport.

What you’ll do

• Managing customer enquiries via phone, email, and ticketing systems, providing excellent support and communication throughout the customer journey.
• Taking ownership of customer tickets, ensuring prompt resolution and adherence to service level agreements (SLAs).
• Preparing quotations, processing orders, coordinating deliveries and supporting monthly invoicing activities.
• Maintaining accurate customer records, documentation and reporting within internal systems.
• Supporting device lifecycle management, including device configuration, deployment, repairs, recycling and stock control.
• Assisting with customer project rollouts, including user provisioning and device setup.
• Troubleshooting network and technical issues, escalating where appropriate and coordinating with suppliers and internal teams to achieve resolution.
• Building strong relationships with customers, suppliers and internal departments to deliver outstanding account management and service delivery.
• Producing customer reports and ensuring all account documentation remains accurate and up to date.
• Supporting continuous improvement activities, including process development, colleague training and knowledge sharing.
• Participating in customer meetings, roadshows and training sessions, providing technical support and guidance to end users.
• Identifying and escalating customer concerns, risks, or service issues to management when required.

Requirements

What we are looking for?

Essential

• Excellent customer service skills

• Self-motivated with the ability to manage your own workload
• A problem solver and have the ability to learn products and processes within a timely manner
• High attention to detail and willingness to take ownership of internal and customer-impacting issues
• Be able to work as part of a wide and varied team
• Have the ability to multi-task and work within a pressurised and fast-moving environment
• Excellent communication skills; both verbal and written
• Good IT skills and strong knowledge of CRM’s and Microsoft office

Desirable

• Experience in the IT, Telecommunications or Technology sector

Benefits

Who are we?

ARO has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for ARO?

At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

💰 Company Pension Scheme and matching contributions

🎁 Company Perks portal

🏥 Private Medical insurance

🛡️ Life assurance

✈️ 25 days holiday plus bank holidays plus holiday trading

🎂 Your Birthday off, on us

💪 Health Club and Wellbeing Scheme

📈 ARO Shares after 12 months employment

🤝 Employee Assistance Programme

💻 Technical Training Academy and E-learning

💼 Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.