Technical Customer Service Adviser Remote
Job description
Location: Permanent work from home opportunity
Salary: £22,652 basic salary + £3200 OTE bonus.
Hours: 37.5 hours per week Monday - Friday 8am - 6pm
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?:
Providing specialist support to Customers, Account Managers, Service Managers and Customer Service Advisors within the Enterprise Care sector. Assisting with complex queries, access requests and functionality.
Liaising with the customer or Service Manager &/or Account Managers as appropriate to engage customers to obtain suitable dates for a training session
Providing a visual training session to the customer or internal colleague.
Sending relevant surveys following all training sessions, with metric on advisor NPS score and customer confidence.
Ensuring all queries and problems raised on the training that are outside our remit are highlighted to the Account, Service or Transition Manager.
Liaising with Service Desk via remedy, Real Time or ITSM for any faults that require investigation or fix.
Maintaining accurate records on the SharePoint site to enable effective management reporting of training requests, incidents and wrap around care to demonstrate volumes and management of each, with potential of contribution towards monthly steerco.
Providing a tailored approach to ensure the relevant functionality is demonstrated to both customers and internal users to ensure their needs are met.
Responsibility for own time/diary management by using a flexible approach when scheduling training sessions with customers or calls with internal colleagues.
Supporting of all VCO and One Portal related escalations, with escalation initial responses within 24hrs. Ensuring escalations tracker is updated clearly indicating started/ongoing/closed complaints.
Responsibility for maintaining LWIs, user guides and templates. Ensuring up to date working documents are stored centrally and shared as required.
Responsibility for the upkeep and content of the internal SharePoint; including layout, branding, request forms, support options and power automation.
Accountability of project work which contributes towards either the team development / ways of working, improvements to either VCO or OnePortal and overall progression and expansion of remit.
Ability to work as part of a team to ensure all queries are handled in a timely manner & recorded in SharePoint / Teams.
Who are we looking for?:
You'll have/be a:
Good understanding of VCO portal, provisioning and faults.- Good understanding of Mobile contracts, reporting and billing data presentation.
- Basic understanding of Fixed Line, provisioning and faults.
- Ability to understand how VCO and OnePortal interact with a customer hierarchy.
- Dedicated & customer focused.
- Good attention to detail & organisational skills.
- Good presentation skills.
- Clear communicator with the ability to interact with customers and colleagues at all levels.
- Strong drive for continual service Improvement.
- Adaptable to change and fast paced environment.
- Possess rapport building/objection handling skills.
- Eye for attention to detail.
- Able to work flexibly to meet customer needs.
- Self-motivated with ability to manage own work & priorities.
- Team player.
- Strong MS Office skills.
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.
