Social Media Team Leader
7 months ago
Location: Stoke on Trent Hybrid (3 days per week from Stoke)
Working hours: Full time 37.5 hours weekly - Monday To Sunday, 8 -8pm
Band: I
Salary-Competitive Salary plus Bonus with amazing Vodafone benefits
- 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**
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.
Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
**What you’ll do**
- Responsible for leading, managing, coaching, developing and motivating a team of up to 15 Social Media advisors, setting clear and stretching performance goals. This includes responsibility for performance management in line with HR guidelines
- Create an environment where people are energised, engaged and enabled through high impact communication and coaching, resulting in on target team NPS and ENPS scores
- Ensure sufficient resource is available within your team to meet incoming/outbound work volume
- Deliver First Opportunity Resolution and Demand Reduction plans/targets including self-service models, ensuring every advisor receives sufficient development/coaching to meet their daily/weekly/monthly objective
- Personify the ‘Earn Customer Loyalty’ ethos, working with the team to resolve issues that negatively influence our customer and advisor experience
- Ensure customer escalations are resolved following our FCA complaints process and the relevant training/coaching/feedback is given to the team/advisor.
- Work directly with key business stakeholders, including project managers, in escalating internal issues
- Hold a strong relationship across Vodafone functions and departments, including within the Vodafone Corporate Communications team when handling PR / reputational issues.
**Who you are**
- Proven background of working within a Customer Service / Contact Centre environment
- Strong knowledge of Vodafone UK departments and business functions, including PR and Corporate Communications
- Excellent customer service & communication skills
- Strong understanding & experience of FCA guidelines and complaint management
- Good knowledge of Vodafone & VOXI products & services
- Strong understanding & experience of the social media landscape, including forums, Facebook, Twitter, blogs and YouTube.
- Experience in a customer-facing leadership role Able to work to a consistently high degree of accuracy and show great coaching skills around attention to detail.
**What we offer**
An excellent remuneration and bonus package with 25 days holiday entitlement and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.
**Together we can
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