Mobile Onboarding Manager (Internal Applications Only)

Job Title: Mobile Onboarding Manager

Location: Farnborough (Hybrid)

Salary: Depending on experience

Contract type: Permanent

#LI-Hybrid

About the role

The role holder will be responsible for leading the delivery of exceptional customer satisfaction across our customer base as the Manager of the Mobile Onboarding team. This includes driving the team to successfully deliver personal, tailored projects for our customers.

Working within the implementations function, this role manages and oversees the initial customer experience for all mobile customers, including new and renewing deals.

The role is responsible for the leadership, development, and performance of the Mobile Onboarding team, working closely with the Head of Mobile Onboarding. It includes ownership of escalations, particularly in the absence of the Head of Mobile Onboarding, and ensuring the team is equipped through effective training, coaching, and ongoing support.

The primary purpose of the role is to provide clear direction and leadership to the team, ensuring effective workload management, overseeing ticket volumes and queue performance, and maintaining high standards of service delivery across all projects.

Please note that this is a Hybrid role with onsite requirement 3 days a week. You must be able to commute to the office and have your own transport.

What you’ll do

Purpose

• Lead, manage, and oversee the delivery of all Mobile Onboarding activities, including incremental business, contract renewals, new business, and large-scale projects, ensuring alignment with business objectives.
• Establish, implement, and continuously improve onboarding processes, ensuring the team is fully trained and supported on both new and existing procedures.
• Identify process gaps and take ownership of creating, maintaining, and embedding appropriate documentation to support operational consistency and efficiency.
• Provide leadership support to the wider management team in the handling of sensitive and complex matters, ensuring a professional and commercially focused approach at all times.
• Maintain strategic oversight of ARO systems usage, ensuring effective adoption and providing direction to both the team and wider business where required.
• Proactively manage and escalate risks, sensitive issues, and high-priority matters, including SOS deals, to the Head of Mobile Onboarding in a timely and appropriate manner.

Customers

• Ensure the delivery of a consistently high-quality onboarding experience by overseeing the development and management of key customer relationships.
• Promote and maintain strong collaboration between the Mobile Onboarding team and Account Managers to support successful deal delivery.
• Oversee network support and troubleshooting activities, ensuring that issues are resolved efficiently and in line with service expectations.

Team

• Provide effective leadership and day-to-day management of the Mobile Onboarding team, fostering a high-performance and customer-focused culture.
• Oversee and manage onboarding support ticket queues, ensuring service levels, productivity, and quality standards are consistently achieved.
• Ensure all daily, weekly, and monthly operational activities are completed accurately and within required timeframes.
• Drive knowledge sharing and best practice across the team to enhance capability, consistency, and overall performance.
• Support, coach, and develop team members through ongoing training, performance management, and regular feedback.
• Lead team meetings and contribute to wider business meetings, providing clear direction, insight, and updates aligned with departmental and organisational objectives.

Requirements:
What we are looking for?

Essential:

• At least 1 year of experience in a leadership role

• Have strong leadership skills, with the ability to manage, support, and develop a team
• Full knowledge of our Mobile portfolio
• Experience working well under pressure and dealing with large scale outages

Desirable:

• Have excellent people skills and be able to work effectively with a wide range of colleagues
• Be comfortable working collaboratively across different teams
• Be open, share knowledge, and provide clear guidance to others

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.