Complex Home Broadband Team Leader

7 months ago

StokeonTrent, United Kingdom Vodafone Full time

**Location**: Stoke on Trent Office / Hybrid working 4 days per week in the office
**Salary**: Excellent basic salary plus bonus and Vodafone benefits
**Working Hours**:37.5 hours per week - shifts between 8am to 8pm Monday to Sunday

**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**

As a Team leader for our Complex HBB team you will lead and manage a team of skilled advisors, who are dealing with the most complex and difficult queries across our Early Life Care operation.
You will be responsible for coaching and supporting your team to deliver exceptional service to our customers, whilst maintaining strong operational efficiencies and KPI achievement, ensuring our customers are case managed to resolution.
- Lead, manage, coach, develop and motivate teams - setting clear and stretching performance goals. This includes responsibility for performance management, wellbeing, employee relations, etc, in line with HR policy and guidelines
- Create an environment where people are energised, engaged and enabled through high impact communication, coaching and feedback. Make Vodafone a great place to work by encouraging ideas, development and collaborative working with peers and across departments.
- Delivery of key initiatives and change programmes into teams aligned to strategic priorities
- Role Model Leadership in terms of Vodafone Advocacy and promotion of spirit behaviours at all times
- Responsible for monthly completion of customer/advisor interaction evaluations for the team, in line with compliance standards
- Responsible for ensuring that you develop growth of knowledge and skill in your team by holding a weekly team time session
- Accessing and making the most of available training & resources and ensuring full training/learnings completion rates across the team

**Who you are**
- Experience of managing high performing teams and driving performance improvements in a contact centre environment
- Have the ability to lead change in an evolving environment
- Ability to solve complex problems and make confident decisions
- Be self-motivated, you will be manging your own workload while prioritising the needs of the customer
- A continuous improvement mindset - you will listen to our customers and capture feedback in a way that allows us to support the business**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, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.

**Together we can

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