Service Delivery Specialist

5 months ago

StokeonTrent, United Kingdom Vodafone Full time

**Location**: Stoke on Trent + *Hybrid
**Salary**: Excellent basic salary plus bonus and Vodafone benefits
**Working Hours**: Full time 37.5 hours per week 9am - 5pm Monday - Friday with occasional weekend and evening work required
- **Hybrid**

At Vodafone UK we believe that through collaboration and connection 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. 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 our Customer Service team and help us deliver an amazing experience for our customers. Earn their loyalty and trust by putting them at the forefront of everything we do.

**What you’ll do**

This role requires an individual who can support the delivery of outstanding customer experiences across multiple teams, helping us drive out ambition to be #1 for Customer as well as in our OFCOM results. Maintain effective working relationships between the operation, key stakeholders, and partners as well as senior management, with a focus on supporting the delivery of KPI’s through effective collaboration. You will be expected to embrace, lead, and manage change within the department effectively, whilst working with service partners to drive efficient customer resolutions, removing barriers to drive continuous improvement and performance across the business area, embodying the Vodafone Spirit.
- Ensuring consistent resource delivery, efficiency, and optimization across the campaign
- Ambition and ability to drive performance to achieve our goals of being #1 for Customer
- Delivery of all control and compliance metrics across in-house and multiple partners (including mandatory learning and FCA requirements)
- Using data to generate insight, action, and improved customer outcomes across the campaign, creating a performance driven culture
- Attend key meetings to act as the voice of operations and customers to increase employee experience and resolve broken customer journeys
- Strong stakeholder management and communication skills, ensuring in house and partner alignment to departmental goals and objectives

**Who you are**
- Typically requires a university degree or an extensive amount of practical knowledge gained through experience at a Contact Centre Manager level or above within a major IT, Telecoms or Fixed Line Organisation
- Strong communication, networking, and diplomacy skills to persuade and influence
- Drive and resilience: cope with pressure & bounce back from setbacks whilst working in a fast-paced environment
- Creative and able to look for opportunities to improve the customer engagement process
- Track record of influencing performance and driving results**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

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