Service Executive

at  Vodafone

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 Vodafone Business Security Enhanced (VBSE) for Vodafone UK and support in providing world-class Secure Solutions for our Enterprise clients.

WHO YOU ARE

• Strong influencing and negotiation skills to drive continual service improvement and resolve issues.
• Ability to carry out trend analysis of key data metrics to identify and address service performance issues.
• Able work under minimal supervision, as well as handle difficult and sensitive situations by making sound and independent judgements against competing deadlines.
• Experience in supporting and driving internal/external customer meetings.
• Capable of managing escalations both internally and externally where service has not met expectations.
  Security Clearance: This position requires the person to hold or to be eligible to undergo UK Developed Vetting (DV) clearance.
  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 YOU’LL DO

As a Service Executive you will be aligned to key named Secure clients and are accountable for the service experience for those customers, this role is specifically to assist the Service Manager or Principal Service Manager on reporting requirements with these clients. Ultimately the Service Management community are crucial in creating and maintaining the right conditions to sell using the sales-service-solution partnership and protecting existing revenue and the Vodafone brand.

• Drive continuous service improvement and service development , increasing customer satisfaction and Net Promotor Scores (NPS)
• Be accountable for maintaining an industry leading end-to-end service experience for aligned customer(s)
• Accountable for delivery of customer’s contractual service deliverables, including service levels, reporting etc
• Driving the performance of operational teams to support in-life service delivery to customer.
• Owns the relationship with key customer stakeholders for in-life service.
• Maintain close engagement with associated sales and operations teams.