Customer Experience Specialist Stoke-on-Trent, England
Job description
Location: Stoke on Trent / Hybrid 2 days per week
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri
At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
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.
Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
What you’ll do
Becoming number one for customer experience is one of the key pillars within the Consumer Sales team. As a Customer Experience Specialist, you will be a passionate advocate of Customer Experience, with experience owning and improving customer journeys, running programmes of work to monitor and improve experience across channels and develop relationships with internal and external stakeholders.
You will manage and maintain the customer journey framework and metrics (tNPS, Mystery Shop, Complaints) for Consumer Sales channels- Use our experience metrics to produce meaningful and actionable insight to frontline teams within Consumer Sales, developing and owning performance improvement plans that enable us to reach our #1 for CX objective
- Own Consumer Sales tNPS and Mystery Shopping and Complaints Improvement programmes, running the day-to-day operations by working for external vendors, providing insight and areas of improvement to frontline and other areas of the business, plus assisting in running of Complaints governance programme.
- Action tracking across complaints reduction programme – ensuring ownership clearly defined, timelines met, risks / delays called out and prepared for Complaints Gov Forum
- Advocate the voice of the customer throughout Consumer Sales organisation, championing customer benefitting change
- Work with x-functional stakeholders to implement change across organisation
Who you are
Passion and past experience in improving customer journey / experience- Strong communication skills with keen eye for detail
- Analytical and able to drive insight from customer data and visualise in a simple way
- Influencing and engagement skills to manage range of internal and external stakeholders
- Experience of working within a front line role would be useful but not essential
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.
