This role is for a Mobile Device Management Service Manager and is expected to deliver a comprehensive service management and customer support function centred in a retail environment. The position requires a commitment of 37.5 hours per week from Monday to Friday, with the postholder spending a minimum of three days weekly focused on managing a key customer Mobile Device Management (MDM) contract. Responsibilities include ensuring that mobile devices, users, tickets, and service requests are managed securely and in accordance with established processes and Service Level Agreements. The role entails day-to-day operational delivery, coordinating work, addressing routine requests, escalating specialised issues, and maintaining effective communication with customers to foster a positive service experience. In addition to MDM responsibilities, the candidate will provide support for door-to-door and home-visit activities while also offering shop-floor assistance as needed. This multifaceted position plays a crucial role in ensuring customer satisfaction and operational efficiency.
Job Duties:
- Manage weekly work allocation across the identified MDM contract and associated activities.
- Perform routine MDM administration, including customer bookings and device deployments.
- Maintain accurate records for services, tickets, appointments, and assets.
- Prioritise work based on customer impact and business requirements.
- Provide regular updates on workload status, risks, and recurring issues.
- Manage routine requests and incidents related to the MDM contract.
- Support device enrolment, provisioning, application deployment, and secure wipe processes as trained.
- Use and update relevant MDM and ticketing systems in line with agreed procedures.
- Monitor service quality and follow-up actions for unresolved items.
- Facilitate escalations with relevant specialist teams when required.
- Communicate clearly with customer stakeholders and users.
- Handle scenarios involving lost, stolen, or non-compliant devices.
- Prepare customer information and appointment notes for door-to-door support.
- Attend customer homes for service queries and setup assistance.
- Identify customer needs and provide relevant mobile and residential solutions.
- Update records promptly after visits and follow all relevant safety and security protocols.
- Provide shop-floor support as needed, ensuring customer demand is met.
- Demonstrate and sell products from the mobile and residential portfolio.
- Process orders and account updates accurately following relevant systems.
- Attend briefings and training sessions as required.
- Understand and comply with regulatory and data protection requirements.
- Work flexibly as part of a unified team to maintain service quality.
Job Requirements:
- A strong commitment to customer satisfaction and high standards of service.
- Previous experience in customer service or sales, preferably in retail or technology fields.
- Capable of performing service management duties including ticket ownership and follow-ups.
- General understanding of IT and mobile technology with a willingness to learn MDM platforms.
- Strong written and verbal communication skills for interacting with various stakeholders.
- Ability to work independently and manage competing priorities effectively.
- Good problem-solving skills and judgment to escalate issues appropriately.
- High attention to detail to ensure accurate record keeping.
- Proficient in remaining calm and professional in challenging situations.
- Valid driving licence recognised in Guernsey and willingness to travel to customer sites.
What You’ll Love:
This role offers the chance to play a key part in maintaining and enhancing the jurisdiction’s reputation. You will work in a collaborative environment with opportunities to develop your skills in regulatory oversight, policy creation, and risk-based supervision. The organisation values professional growth and offers ample opportunities for training and career development.
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