Location: Homebased (Remote)
Salary: £ 26,626 per annum plus bonus and Vodafone benefits

Working Hours: Full time 37.5 hours per week – Between Mon - Sun, 7am to 7pm

• 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).

WHO YOU ARE

You’ll have:

• Customer relationship management
• Excellent communication skills
• Good analytical skills
• Innovative
• Basic knowledge of IP networking, switching and routing (Cisco Products)

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.

You’ll provide world class customer service whilst owning and managing customer incidents to resolution within our stringent service level agreements. Our whole business revolves around providing our customers with outstanding customer service, so when technical issues need to be resolved our Customer Service Advisers are there to help.
You will be answering calls in a professional manner and in a timely fashion, logging details of the customer incident – ensuring that accurate and complete information is obtained. Drawing on your proven customer services experience you will quickly and calmly identify the needs of our business customers, who come from a variety of sectors including retail, banking and public service to name a few. You’ll use your refined communication and interpersonal skills to manage their expectations, while technical expertise isn’t essential, you’ll have the ability to manage complex technical queries.
Resolving incidents wherever possible or to assign them to various incident resolving teams, you will keep customers updated in a professional, timely and efficient manner. Sometimes you will need to convey complex updates in simple terms, these customers are switched-on incident managers who know what they want and expect you to take ownership of their needs.
Owning and driving incident resolution with various 3rd parties or internal resolving teams, invoking the escalation process where required. Ensure that customer incidents that occur across Vodafone fixed line products or involve multiple 2nd line groups are coordinated so that the customer receives a consolidated response from Vodafone.