About Us At Y corp, we empower businesses to establish their own branded mobile networks with seamless connectivity, enhanced security, and complete control. Our digital-only eSIM solutions eliminate the need for physical SIM cards, offering unparalleled flexibility and a sustainable alternative. Join us as we break the norm and set new standards in mobile connectivity. Be a part of a dynamic, digital-only company that values creativity, innovation, and cutting-edge technology. Join us as we break the norm and set new standards in mobile connectivity.’ A little more insight about us: We are based in the Tileyard, Kings Cross, London https://tileyard.co.uk/ We offer a remote and hybrid working arrangement. We offer a comprehensive suite of premium benefits and extremely competitive renumeration package - read below for more details. Check our culture out below (quoted by team members) Our culture and values - a few words quoted by the team Innovative, collaborative, passionate, we keep things simple and efficient, we empower people, we value integrity, promote diversity and inclusion, we are always respectful to one another, transparent, agile and it really is all about providing the best service. We are "funsters" and we love to make things "betterer". We are progressive and modern in our approach, our philosophy is "what's important to our people, is always exceptionally important to us". We really do love what we do, and together we are driven by our vision of reimagining mobile. About this career opportunity You will shape our customer service proposition and build solid foundations to ensure that our customers receive exemplary customer service. Working closely with all our customers to ensure that all of their requirements are resolved quickly and correctly, in a friendly professional way, reflective of our values. The role accountabilities include: Communicate with our customers using email, support tools and phone and work with internal stakeholders to ensure that all queries are resolved quickly and correctly, ensuring all relevant administration is up to date and being responsible for any post service follow up. Offer guidance to customers on first level on product-related queries. Identify, analyse and drive the implementation of operational efficiency and improvement opportunities. Develop and maintain exceptionally positive professional and interpersonal relationships with stakeholders and customers You will look to troubleshoot errors and correct them in a timely way as well as preparation and quality. Provide guidance, instruction and direction to the customer/s and internal stakeholder team and support in issue resolution. Develop, support, and achieve KPI's and update the business on customer service KPI and metrics. Delivering solutions to always enhance our customer service proposition. Own the success of the Customer Service team – SLA’s, KPI’s, customer satisfaction, trust pilot, and more. About You Friendly demeanour, enthusiasm, and a genuine passion for the provision of customer service excellence Excellent communication skills both over the phone and through email along with a professional and effective telephone manner The ability to explain complex information clearly and simply Have excellent listening and questioning skills along with the ability to provide feedback and guidance in a constructive and positive manner. Skilled in influencing, building relationships and mediation. Work well as part of a team as well as autonomously and have the ability to develop and maintain strong relationships with all stakeholders. Strong knowledge of GDPR requirements. IT literate; Competent with a PC and MS Office. Organised, with excellent time management skills and with the ability to prioritise tasks. Ability to prioritise and reprioritize quickly to focus on immediate tasks is essential. Able to multitask and work to deadlines. Developed first line leadership skills that lead to results through people (not essential) A strong customer focus and experience in a high-volume complex environment Resilient under pressure and confident to question decisions when necessary. Strong attention to detail with a problem-solving can-do mindset Experience Proven experience in a Customer Service Team lead role. (Preferably in the mobile telecoms industry). Our Benefits: 30 days Holiday plus bank holidays Investment in your personal development and career goals Celebratory milestones of your career and personal goals Bonus Scheme Private Medical Care

• Membership of our top-tier Private Medical Scheme with Bupa, with access to ALL UK hospitals Dental Care
• Access to our private dental scheme, offering support with dental restorative costs Income Protection
• Enrolment in our income protection scheme, ensuring 75% of income is protected for up to two years in the event of sickness Cash Plan Scheme
• Participation in our cash plan scheme, providing the ability to claim back some of the costs of everyday healthcare, including dental (inc. cosmetic), optical, and complementary therapies Life insurance covering five times annual basic salary Our comprehensive benefits are supplemented by a monthly £100 allowance, to enhance coverage and access additional benefits. Critical Illness Cover
• Purchase Critical Illness cover, up to five times basic salary Pension Top-Up
• Increase your pension contributions Family Medical Care
• Add immediate family to a private medical policy Extended Cash Plan
• Add a partner and/or upgrade the cash plan policy Family Dental Care
• Include immediate family and/or upgrade dental cover Our benefits package also includes various features and discounts on essential goods and services with a personal Love2Shop card, and access to further exclusive discounts on health, cinema, theatre and more!” This position will be highly rewarding and lots of fun within a rapidly growing start up. Learning and development opportunities will continue to enable high-performing individuals for a long-term career trajectory within the company. Recruitment Selection Journey For successful candidates progressed through to our talent bank: Culture and Values Interview - questions shared with you in advance, with Suzie, Head of Talent Main Interview - questions shared with you in advance, with Emma, Programme and Account Manager. For the final stage for those who progress through to the final stage: Practical exercise linked to the job role Meet with our COO, Stan We fully support any requests for reasonable adjustments for all stages of the recruitment journey. We want to support people and help them to perform at their very best. No agency support required - we operate a direct sourcing model only.