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Service Executive

2 months ago

Farnborough, United Kingdom Vodafone Full time


At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Location: Farnborough or Bristol (Office based role)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Monday -> Friday 37.5 hours per week
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.
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.
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 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 () for guidance.
Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.