Complex Home Broadband Advisor Stoke-on-Trent, England
Job description
Location: Stoke on Trent
Salary: £26,120.00 per annum plus monthly bonus
Working Hours: 37.5 hours per week / shift between the working hours of 8am – 8pm Monday to Sunday
Who We Are
We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Join our Customer Service team and help us deliver an amazing experience for our customers. Earn their loyalty and trust by putting them at the forefront of everything we do.
What you’ll do
As an advisor for our Complex HBB team you will handle the most difficult and complex customer queries across our Early Life Care operation. You will work in a fast-paced, customer focused department, working closely with external suppliers taking ownership to case manage and resolve all complex queries to point of resolution for our customers.
You will support our HBB customers with complex queries through inbound and outbound calls, case management and through utilising our supplier communication platforms through to resolution.
- Resolve customer queries, including complaint handling and feedback any issues which negatively influence our customer experience
- Represent Vodafone with external suppliers acting as a brand ambassador
- Liaise with external broadband suppliers utilising different communication platforms to update HBB complex customers with relevant updates on orders
- Deliver commercially responsible decisions in every interaction ensuring the needs of the customer and Vodafone are met
- Feedback opportunities to improve our internal processes, policies and new HBB product launches
- To meet and exceed our service levels to keep our HBB customers updated through to resolution
Who you are
Have the ability provide a great customer experience whilst managing complex situations and challenging customer scenarios via different channels e.g. Inbound / outbound calls and case management- The ability to multitask and flex between workstreams ensuring that you use the tools and systems available to you to provide excellent customer service every time
- Experience in handling complaints, providing appropriate solutions and alternatives within the time limits and following up to ensure resolution
- Be able to work independently and effectively manage time, prioritising customer needs
- Previous experience within fixed line/broadband is desirable
- Ability to objection handle effectively and confident when liaising with internal and external departments and stakeholders
- Have excellent communication skills whether written or verbal
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. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What we offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 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 take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.
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 (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.
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