Webchat Operations Specialist Stoke-on-Trent, England
Job description
Location: Homebased
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 sales teams in our contact centres and help us connect people to their friends, family and loved ones, and introduce them to products and services that benefit their lives.
What you’ll do
The WebChat Operations Specialist will drive operational optimisation of our consumer WebChat Sales operation.
Responsible for delivering commercial KPI’s and working closely with our in-house teams, outsource partners and retail partners to deliver operational imrovements and commercial performance as part of our digital first strategy.
Accountability for the commercial performance of WebChat sales- Subject matter expert providing in operational performance and commercial impacts
- Problem resolution based on analysis of factual information, recommending solutions that balance commercial outcomes and customer experience
- Working closly with our Retail team to deliver operational change in their Webchat presence
- Provide and deliver operational improvements, driving sales volumes from Telesales & Retail channels into digital.
- Provide insight on resource plans, resource delivery and commercial impacts
Who you are
- Experience of working within a commercial or sales driven environment.
- Strong communication, networking and diplomacy skills.
- Ability to work with a number of internal and external stakeholders across multiple areas of the business.
- Ability to review, interpret and draw conclusions from multiple data sources.
- Confident and experienced in driving digital volume
- Understand of different Chat entry point with both in asynchronous and synchronous experience
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.
#LI-Remote
