Job Description

Job Title: Sales & Customer Service Support

Department: Operations

Reporting To: Operations Team Leader

The Company

Mobius Networks is a specialist IoT and M2M connectivity provider, delivering secure, reliable and resilient connectivity solutions to customers across the UK and internationally. Established in 2004, Mobius supports organisations across sectors including healthcare, critical national infrastructure, local authorities, smart cities, EV charging, payments and security. With a strong focus on technical expertise, operational excellence and excellent customer service, Mobius works closely with leading mobile network operators to provide tailored connectivity solutions for business-critical applications. Mobius Networks has been part of the Wireless Logic Group since 2022, further strengthening its capabilities within the global IoT market.

Purpose of the role

This is a first-line Operations role with a strong customer service and technical focus, responsible for supporting customers across a wide range of day-to-day requirements. This includes handling customer queries, processing orders, supporting billing enquiries, and carrying out technical troubleshooting across our products, services, and systems.

The role also works closely with our Sales team, supporting them with customer requirements and handling first-line sales enquiries where appropriate. You will help ensure a smooth experience throughout the customer journey, from initial enquiries and orders through to ongoing service and technical support.

We are looking for someone with strong attention to detail who is organised, proactive and comfortable managing a varied workload. You should be confident communicating with customers both in writing and over the phone, including handling challenging or more complex queries professionally.

The ideal candidate will be technically minded, enthusiastic about developing their knowledge and confident investigating issues and working through problems logically. A willingness to learn, strong sense of ownership and genuine enthusiasm for delivering excellent customer service are essential, as we are looking for someone who can strengthen both the customer service and technical capability of the Operations team.

Main Duties Include

Customer Support & Helpdesk

• Act as a first point of contact for customers, delivering a friendly, professional and responsive service.
• Work collaboratively with the wider Operations team to manage a busy helpdesk, handling a varied range of customer requests and queries.
• Take ownership of customer enquiries and ensure they are progressed efficiently through to resolution.

Sales Enquiries, Administration & Support

• Handle first-line sales enquiries, providing customers with initial information on our range of products and services.
• Direct sales opportunities to the appropriate member of the Sales team for further discussion.
• Provide day-to-day administrative support to the Sales team, including preparing customer proposals, quotations and contracts.
• Work closely with the Sales team to ensure customer requirements are managed effectively from initial enquiry through to order processing and ongoing support.

SIM & Order Processing

• Booking-in and administration of SIM stock across multiple network operators.
• Process, provision, and dispatch customer SIM orders accurately and efficiently.
• Process, configure, and dispatch router and hardware orders in line with customer requirements.
• Ensure a high level of accuracy throughout the order fulfilment process.

Billing Support

• Prepare and issue customer billing information accurately and within required timescales.
• Act as the first point of contact for customer invoice and billing queries.

Customer Estate Management

• Maintain accurate customer and internal records, ensuring information remains aligned and up to date.
• Process SIM swaps and other changes to customer estates.
• Support the administration and processing of customer contract renewals.

Technical Support & Fault Finding

• Provide first-line technical support, investigating and troubleshooting customer connectivity and service issues.
• Use logical fault-finding techniques to diagnose issues and identify appropriate next steps.
• Work closely with mobile network operators and internal technical teams to investigate more complex issues and help progress towards resolution.
• Keep customers informed throughout investigations, clearly communicating technical information and progress updates.

Operational Tasks & Continuous Improvement

• Take ownership of additional operational tasks and pieces of work where required, seeing them through from start to finish.
• Proactively look for opportunities to improve existing processes and ways of working.
• Suggest and implement practical improvements that make day-to-day activities more efficient, accurate, and customer focused.
• Be willing to challenge existing ways of working and suggest better or simpler approaches where appropriate.

Key Skills and experience required

• Previous customer service experience.
• Confidence.
• Drive and enthusiasm.
• Attention to detail.
• The ability to build strong relationships with Customers, suppliers and colleagues.
• Excellent communication skills, both written and verbal.
• Self-motivation.
• The ability to perform under pressure and time constraints.
• Knowledge and experience of sales techniques/customers services skills and the ability to improve them.
• Good computer skills including experience using Microsoft packages.

Key Skills and experience preferred

• Some exposure to IT Networks
• An understanding of Routers and configuration
• A background in IoT

Requirement to Learn

In order to successfully perform in the role, it is necessary to continually develop personal knowledge of:

• Mobius Customer Base.
• The product and the M2M market.
• Market conditions.
• The company’s processes and procedures.
• The Mobius internal software systems.

It is the responsibility of Sales & Customer Support, to continually develop his/her knowledge in these areas and to demonstrate that development.

Support from the Company

The Company will provide:

• A full training program.
• Support and coaching from the Operations Team Leader and the Head of Operations.
• Regular reviews.

We will require the successful candidate to undertake a Basic CRB (Criminal Records Bureau) check, five years previous employment and residency check and Credit Reference check.

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 Group 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 (recruitment@wirelesslogic.com) and we will respond to your query as soon as possible.