Consumer Tech Support - Partner Manager

at  Vodafone

WHY WORK FOR US:

At Vodafone, we’re working hard to build a better future A more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow:

WHO WE ARE:

Vodafone is pioneering Ireland’s gigabit society. We are Ireland’s leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world’s largest mobile community with a presence across all five continents.
We’re at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you’ll get to play a role in delivering Ireland’s Gigabit Society!
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.

ROLE PURPOSE:

The Consumer Tech partner mgr. will be responsible for all aspects of Consumer Tech Support operations, including planning and delivery of key KPI’s for consumer customers across fixed and mobile product offerings.
The role sits within the Commercial Operations (COPS) directorate & requires a customer-focused and results-driven approach & will provide leadership, strategic direction and operational excellence, to deliver an outstanding customer experience, leveraging best practices from across Vodafone operations and leaders in other industries. While owning the end-to-end operation in partnership with Shared Services provider VOIS & delivering key optimisation programs.

ESSENCE OF ROLE – KEY ACCOUNTABILITIES:

Provide leadership and direction to Consumer VOIS teams across both front line and resolution mgt teams, with end to end accountability for delivery of key business objectives
Deliver excellent end to end contact centre customer experience through partnership with VOIS to deliver an outstanding CX
Drive a high performance culture which delivers across all key performance indicators including but not limited to NPS (Net Promoter Score), first contact resolution(FCR) & operational efficiency.
Embrace & drive digital strategies that make it easier & more effective for our customers to interact with Vodafone
Lead and implement the launch of new, key initiatives, processes and propositions that will enhance the customer experience - ensuring adequate provisioning and support models are in place for success.
Identify, & implement process optimisation opportunities & represent the customer in product and proposition definitions.
Be the senior contact for consumer segment escalations, taking ownership of resolution, keeping internal/external customers updated. Follow up by completing root-cause analysis followed by the speedy implementation of process changes to mitigate repeat incidents
Drive contact reduction initiatives, leveraging full organisational capabilities including digital, technology and VOIS, to deliver stretch targets
Own budget targets, & deliver initiatives in keeping with our focus on customer, simplicity & growth strategy, to reduce costs while improving overall CX
Drive closed loop corrective action plans for root cause complaint drivers, decrease complaint volumes and increase customer satisfactions across Business segments
Communicate effectively and influence key SLT and Customer senior stakeholders