Service Relationship Manager - Mobile

Company Overview:

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 85 for May 2025. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 500 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2400 customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-house IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.

FluidOne delivers tailored IT solutions across a broad customer base, structured to meet the specific needs of different market segments. For small and medium-sized businesses (SMBs), FluidOne provides comprehensive IT support through its branch network, delivering localised, expert services that ensure security, efficiency, and scalability, providing individual solutions and fully comprehensive managed services. For enterprise clients, FluidOne offers advanced solutions that manage costs, risks and optimise organisational operational performance, providing everything from design and delivery to ongoing support. Specialising in Data & AI (D&AI), managed services, and cloud transformation, FluidOne’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOne’s dual-structured approach ensures all customers—from growing SMBs to large, complex enterprises—benefit from trusted, innovative, and future-ready IT services.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Graham Dickie - the management team is backed by Livingbridge to support their ambitious long-term strategy.

Role Overview:

As Service Relationship Manager to join our team you will be responsible for managing customer relationships, conducting monthly and quarterly reviews through Teams meetings and occasional face-to-face interactions. This role involves collaboration with various departments to ensure seamless customer service and efficient management through the customer life cycle.

Responsibilities:

• Direct Management of Designated Customer Accounts
• Act as a point of support and escalation to the account in support of service desk
• Produce/provide monthly Bill summary reports
• Conduct monthly and quarterly check-ins with customers via Teams meetings.
• Enforce our World Class service model but acting as a trusted adviser to the customer
• Provide support to Mobile Operations Manager in the form of meeting preparation and follow up actions.
• Act as liaison between Customer and FluidOne Commercial team on Contract Renewals
• Ensuring internal Customer records and systems are correct and updated

Requirements:

• Experience in the Mobile Telecoms Industry
• Customer first attitude
• Proven experience in a customer relationship management role.
• Strong organizational and communication skills.
• Ability to work collaboratively with various departments.
• Proficiency in Microsoft Office
• Hunger for development and future prospects
• Familiarity with ticketing systems (HaloITSM), or CRM (Salesforce)

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Benefits after probationary period:

• Subsidised health and dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Discount platform
• Pension contribution – 5% company contribution
• Generous holiday entitlement
• One day off for birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme

How To Apply:

Send CV with covering letter to [email protected] with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.