Customer Excellence Manager

1 month ago

Newbury, West Berkshire, United Kingdom Vodafone Full time


Location: Newbury + *Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week – Mon to Fri

*Hybrid
At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. 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.

Join us at the heart of Vodafone UK in Corporate, one of the central support functions that underpin our business and keep us moving forward. We provide centralised support, expertise and guidance across our UK and Group operations, continuing to build on our success and trailblazing the way to our next stage of digital growth.

What you'll do

The Operations excellence manager plays an important role in leading a team responsible for driving initiatives to eradicate 'Customer' complaints and enhance customer experience across the BCRC customer base, and ensuring there is a clear interlock with the business units operations, focusing on the following:


• Eliminating or reducing 'Customer' complaints that are driven from collections, payments, billing and credit risk

• Drafting recommendations and sharing key performance insights and updates with Senior management

• Lead the team to focus on customer journeys and putting the right fixes in place to prevent future complaints.

• Ensure we are meeting all regulatory requirements, ensuring we are treating customers fairly and recognising vulnerability. Evidencing change programmes where we aren't compliant.

• Review and oversight of all our customer communication to ensure transparency of all customer communications. Focus on delivering messages to our customers that is clear and relevant.

• Rigorous focus on customer complaints and complaint drivers. Build the path to resolution through either systems, process or training improvements.

• Emphasise building the right feedback loops across our teams and directly working with other areas of the business to provide feedback where their processes impact collections customers.

• Analysing the complaint and contact drivers with the billing and credit file processes and deliver optimised customer experience.



Who you are


• Billing and collections experience

• Excellent communication skills, ability to translate data into insights and to uphold challenge and discussion with senior leaders from across the business

• Stakeholder management skills and the confidence to present results, findings and initiatives

• Experience in leading the delivery of complex programmes of work into an operational environment

• Able to identify trends and opportunities in data and to translate them into meaningful actions and project roadmaps to deliver improvements
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.

#LI-Remote

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