Customer Service and Experience Specialist

2 days ago


Farnborough, Hampshire, United Kingdom Vodafone Full time
Unlock a Rewarding Career with Vodafone

Salary: £55,000 - £65,000 per annum, depending on experience

Location: Flexible working from home and office locations in Farnborough, Newbury, and Bristol

About the Role

As a Customer Service and Experience Specialist at Vodafone, you will be responsible for delivering exceptional customer experiences and ensuring that our customers' contractual service performance is measured and delivered within agreed parameters.

You will drive a culture of continuous improvement, seeking to enhance positive customer outcomes, eliminate waste, and increase efficiency, productivity, and performance.

Key Responsibilities
  1. Accountable for dealing with customer complaints accurately, professionally, and with empathy within agreed Service Level agreements, including attending customer meetings as required.
  2. Maintaining and supporting the end-to-end management of account set up and billing arrangements, ensuring customers are aligned and contracted to the appropriate service model.
  3. Dealing with customer migrations and porting activities.
  4. Maintaining existing customer relationships and acting as a trusted advisor for Vodafone in all customer interactions, understanding customers' businesses and how Vodafone adds value.
  5. Managing, understanding, measuring, and continually improving customer KPIs related to the effectiveness and efficiency of the team.
Requirements
  • Able to work under pressure with accuracy.
  • A keen eye for detail to ensure customer reporting and communication are accurate.
  • Experience of developing and nurturing positive relationships and influencing people at a senior level.
  • Ability to translate business insights and strategies into specific goals and implement plans without compromising on standards.
  • Excellent communication, presentation, and inter-personal skills, with the ability to sell a compelling vision.
  • Ability to work under minimal supervision, handling difficult and sensitive situations by making sound and independent judgments against competing deadlines.


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