Service Delivery Specialist Stoke-on-Trent, England
Job description
Location: Homebased Working
Salary: Excellent basic salary plus bonus and Vodafone benefits
Hours: Full time 37.5 hours per week – Mon to Fri
- Homebased
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:
This role requires an individual who can support the delivery of outstanding customer experiences across multiple teams. Maintain effective working relationships between the operation, key stakeholders, and partners as well as senior management, with a focus on supporting the delivery of KPI’s through effective collaboration. The colleague will be expected to embrace, lead, and manage change within the department effectively, whilst working with team leaders to drive KPI performance and improvements across the business area, embodying the Vodafone Spirit.
Ensuring consistent resource delivery, efficiency, and optimisation across the campaign- Delivery of all control and compliance metrics across in-house and multiple partners (including mandatory learning and FCA requirements)
- Using data to generate insight, action, and improved customer outcomes across the campaign, creating a performance driven culture
- Attend key meetings to act as the voice of operations and customers to increase employee experience and resolve broken customer journeys
- Strong stakeholder management and communication skills, ensuring in house and partner alignment to departmental goals and objectives
Who you are:
- Typically requires a university degree or an extensive amount of practical knowledge gained through experience at a Contact Centre Manager level or above within a major IT, Telecoms or Fixed Line Organisation.
- Strong communication, networking, and diplomacy skills to persuade and influence.
- Drive and resilience: cope with pressure & bounce back from setbacks whilst working in a fast-paced environment.
- Creative and able to look for opportunities to improve the customer engagement process.
- Track record of experience in coaching and continuously developing a team.
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.
Closing Date: Friday 19th May
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