Location: Homebased Working Salary: Excellent basic salary plus bonus and Vodafone benefits Working Hours: Full time 37.5 hours per week – Mon to Fri Homebased At Vodafone UK our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative, and simply connect. 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 The focus will be on delivering process and management of customers within the Onsite space where differentiated service and service touch point plan is robustly scoped, agreed, introduced, measured and signed off with the customer as meeting their expectations also meeting admin SLAs and cost to manage requirement within Vodafone. You will: Have full line management of up to 12 direct reports Provide people with proactive business direction with day-to-day tactical guidance as required Promote the Onsite vision and coach the Vodafone behavioural drivers across the team Be responsible for setting objectives in accordance with the customer need and EBU Onsite business plan Be responsible for the personal development of people within your business area - including training relevant to the VF customer service role and direct customer needs/expectations for value add in the Onsite space Establish basic measurement which creates visibility of individual and team performance, and which promotes best practice across all teams Manage underperformance and mis-conduct including absence, efficiently and effectively with use of triggers and audit trail / appropriate HR/ Ops manager input to ensure all parties happy with level of progression in each case Provide basic monthly management report to Ops Manager on time and to acceptable accuracy On occasion, manage the rollout of onsite advisors to existing customers Be Responsible for managing the cost of service within set criteria Manage customer Service Level Agreements Deliver practical ideas and improvements to the business and customer service space Work with Ops Manager and peer group to deliver wider business plan enablers Who You Are You will have: Good analytical, planning, organisational skills Experience in successful people management Good understanding of the people and organizational impacts of customer care Strong communication and decision making skills – ability to balance conflicting interests Very good understanding and ideally experience in Service and/or Onsite Management Excellent coaching skills and detectable success in leadership Empathy to deal with sensitive issues Team playing and networking ability 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 and market leading parental leave policies. 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. vodafoneuk