Service Desk Advisor, Out of Hours Remote
Job description
Location: Permanent work from home opportunity
Salary: £26,126 basic salary + £2000 OTE bonus with additional shift premium of £6,600.
Hours: 37.5 hours per week Monday - Sunday. 4 days on (2 day shifts and 2 night shifts) 4 days off. Day Shift: 07:00 - 19:00 and Night Shift: 19:00 - 07:00.
Say goodbye to the daily commute and hello to a full-time contract and bonus opportunities. We will support you in setting up your home office and provide you with all the training and learning opportunities to enable you to be at your best.
Safety Notice: To ensure candidate and employee safety, we are continuing with our virtual hiring and onboarding processes until further notice.
What will you be doing?
As a Service Desk Adviser, you will be dealing with high profile clients and managing tickets according to set timescales and severity. You will quickly and calmly identify our customers needs and respond appropriately to the severity of the incident. Using your communication and interpersonal skills you will record and prioritise a range of incidents whilst managing customers’ expectations around resolution times.
You’ll be responsible for taking ownership of high-impacting incidents as they are raised, making sure that we are using contact points around the wider business and beyond to drive a prompt resolution.
Customer service is key in this role to ensure we deliver the very best care to our customers through effective relationship building. Efficiency is also important to succeed, as you will be managing a diverse workload, which will include handling inbound and outbound calls, also responding to emails & web chat messages.
Who are we looking for?
You will need to be customer focussed with excellent communication skills, both verbal and written
Ability to multitask and work to tight deadlines and possess good analytical skills
Ability to work under pressure whilst maintaining a professional manner
Previous Service Desk experience is desirable
High attention to detail
Experience of prioritizing workload and reviewing allocated queue preferred but not essential
IT Literate - Being able to navigate and utilise many systems
Resilient - able to adapt to the regular changes in policies and process within the role
Remote working requirements:
In order to be successful in this home-based role there are some minimum requirements that you would need to commit to:
Reliable internet connectivity. A LAN cable is preferable but not essential providing your internet meets the below minimum speeds: Min Download speed – 10Mbps, Min Upload Speed – 5Mbps
Able to work in a private and distraction free space that must have a door that you can close to keep out noise and where your laptop screen will not be visible to others due to Data Protection
You will need a desk and suitable chair to work from comfortably and professionally
You will be provided with a laptop and headset, additional items can be ordered through the system upon joining the business
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 25 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. We’re proud to provide a Reconnect programme with flexibility for individuals returning to work after a career break. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with 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.
Vodafone UK’s homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborate and simply connect. Our ‘Office in a Box’ home-working kit will be available for all who need it during your onboarding journey.
