Location: Newbury, Birmingham, Manchester or Stoke + *Hybrid Working
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time hours per week – Mon to Fri
*Hybrid
At Vodafone UK we believe that through collaboration and connection with our colleagues 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. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. 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 part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).
What you’ll do
1. Maintain Customer Revenue: You'll work to retain existing customer revenue and mitigate any churn events.
2. Develop Service Experience: You'll be accountable for creating and maintaining an industry-leading end-to-end service experience for your assigned customers.
3. Deliver Contractual Services: You'll ensure the delivery of customer contractual service deliverables, including service levels and reporting.
4. Drive Operational Performance: You'll drive the performance of operational teams to support in-life service delivery to customers.
5. Build Relationships: You'll own the relationship with key customer stakeholders for in-life service and maintain close engagement with associated sales teams.
6. Improve Services: You'll drive continuous service improvement and development, increasing customer satisfaction and Net Promoter Scores (NPS).
7. Manage Governance: You'll maintain contractual governance and commercial awareness, managing aligned third-party suppliers as appropriate.
Who you are
8. Strong understanding of customer business, strategy, and market environment.
9. Ability to confidently discuss Vodafone products and services with senior customer stakeholders.
10. Experience in risk identification and management.
11. Leadership skills, capable of deputizing for the Principal Service Manager.
12. Ability to lead and drive internal/external customer meetings.
13. Strong communication and interpersonal skills, able to build positive relationships at senior management levels.
14. ITIL Foundation Certification (desirable: PRINCE2, Lean, Six Sigma, APM).