2nd Line HBB Support Specialist (WFX) Remote
Job description
Location: Home Based / Remote (UK)
Salary: Competitive
Hours: Shift pattern from 8am-8pm on a rotational basis (4 days on, 4 days off)- 38.5 hours per week- Monday- Sunday
Our network operations teams ensure our customers remain connected to their Vodafone services 24/7, constantly monitoring and enhancing network performance. Be part of Vodafone UK Technology Operations, the team that uses the latest technology and analytics to constantly improve customer experience.
What will you be doing?
2nd Line HBB Support Specialist customer facing technical expert within Customer Fulfilment to support customers contacting the WiFi Xpert team. Part of a UK based team, 7 days per week 0800 – 2000, operating on a shift basis (4 days on, 4 days off). Part of a ring-fenced team who are part of a dedicated Broadband Engineering team to deliver first contact resolution for premium customers. Use an enhanced toolset to solve customer issues with precise diagnostics. Work closely with Vodafone technical teams, 3rd Parties and the customer to improve the customer’s experience. Manage customer queries through to resolution, taking ownership of customer technical issues
Who are we looking for?
In-depth knowledge of customer services- In-depth knowledge of BAU operational support teams within the business
- Experience of supporting the customer’s in-life technical requirements into Vodafone while considering KPIs, SLAs and long-term objectives etc.
- Customer service experience preferably in an inbound customer service team.
- Previous experience within Fixed Line/Broadband/Mobile environment
- Experience managing customer incidents through to resolution
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you’re excited about this role but your past experience doesn’t align exactly with every part of the job description, we would encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.
What’s in it for you?
An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We’re also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We’re committed to supporting you throughout every step of your career at Vodafone.
Together we can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (careers.vodafone.co.uk) under Career Support, for guidance.
