Retail Tech Expert - 37.5 hours - Belfast Location: Belfast Salary: £13.27 per hr plus bonus and Vodafone benefits Working Hours: 37.5 hrs per week to include some weekends & Bank Holidays At Vodafone UK Retail it's our job to help customers get the most out of their tech, tech that's here to change every day. You'll work in a vibrant, ambitious culture with a strong focus on customer experience and helping build a better digital future for everyone. 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 retail teams to be the friendly face of Vodafone, where it's our job to connect with our customers, helping them to get the most out of their technology, whilst providing an outstanding and memorable experience. What you'll do To support and educate the customer around setting up/using their device and technical queries, diagnose and organise repair of faulty devices, identify cross / upsell opportunities using solution based selling and offering products and services that meet the customers needs. To educate the store team on technical matters and how to resolve. • To provide a high quality service and complete tasks accurately • Provide informal guidance when required to support new team members • Mystery shopper feedback • Line manager feedback/reviews • Undertake regular learning and development and align with company and FCA requirements • Adhere to company and regulatory policies and guideline at all times • Partaking in Vodafone's security vetting process whenever required Who you are • Ability to correctly guage the customer's level of technical understanding and communicate the conversation accordingly • Manage and track service requests and schedule technical appointments with customers • Troubleshoot device software and hardware, identifying and escalating trends in device failures • Train the store team on devices, internet, data & resolution of basic technical issues • Support other store operations as required • Ensure customer retention through follow up after technical issues • Make suggestions to the Store Manager on how to improve customer experience • Always act with good conduct, ensuring our customers are given correct and relevant information ensuring their needs are met and allowing them to make an informed decision 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