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Channel Support Specialist

7 months ago

StokeonTrent, United Kingdom Vodafone Full time

**Channel Support Specialist**:
**Location**: Hybrid - 4 days a week in the Stoke Office
**Salary**: Excellent basic salary plus bonus and Vodafone benefits
**Working Hours**: Full time 37.5 hours per week - Monday - Sunday - Hours between 7am -9pm

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.

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**
- You will feed back incidents/escalations, analysis of key trends and issues to ensure continual service improvement across all channels.
- You will operate and form part of a team that delivers our operational support processes to support our frontline teams, internal services, external partners and customers.
- You will monitor our technology & campaigns from the Operations centre in Stoke.
- You will raise issues & incidents proactively if required or analysing underlying operational impacts that are affecting Commercial Operations and supported areas.
- You will lead and represent Commercial Operations/ other Vodafone areas on technology incidents that affect our operation, frontline or customers. Ensuring that these are managed through to resolution.
- You will be an escalation point for frontline teams and senior stakeholders when normal processes have not been successful.

**Who you are**:

- You will have the ability to communicate with senior managers and stakeholders.
- You will have 2yrs experience In telecommunications or back office or support function experience within an established call centre environment or customer facing channel.
- You will be able to demonstrate the ability to work under high pressure and to tight timescales.
- You will have in depth knowledge of the information systems used within our Front-line environments - including the ability to monitor performance and manage outages.
- You will have the ability to define problems, collate data, establish facts and draw valid conclusions and seek resolution.

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