Support Operations Manager

4 weeks ago


StokeonTrent, Stoke-on-Trent, United Kingdom Vodafone Full time

Job Overview


As a Channel Support Manager at Vodafone UK, you will play a key role in delivering exceptional customer and commercial metrics across our frontline sales, Retail, Indirect, and Care Estate. This is a varied role where two days are rarely the same, requiring strong leadership and management skills to ensure the Channel Support team provides a first-class operational service.


Key Responsibilities:



  • Lead and manage the Channel Support team to ensure the team is set up to monitor our technology and campaigns, and to proactively/reactively raise incidents that affect our channel and customers.
  • Be a key Service contact for all our key relationships across our 3rd party suppliers, IT, Fixed Line, and Offshore Back Office admin teams and the operation.
  • Escalate point for key stakeholders and act upon requests from the leadership team in our organisation.
  • Monitor and ensure that our operational processes are actioned and completed to SLA, regularly reviewing these to drive continuous improvement.

Requirements:



  • Proven front-line or back office or support function experience within an established call centre environment or customer-facing channel.
  • Experience in line management.
  • Ability to communicate with senior managers and stakeholders.
  • Ability to work under high pressure and to tight timescales.
  • Capability to define problems, collate data, establish facts, and draw valid conclusions and seek resolution.

Working at Vodafone


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.


We are 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.


About Us


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.



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