Ivr Change Team Manager

**Location**:London, Manchester or Stoke - please note that this role will require travel once a month to each of these locations (Blended home working)
**Salary**:Competitive + Vodafone Benefits
**Hours**:Full time (37.5 hours per week - Mon to Fri)

*Blended
Vodafone UK’s blended working approach means you’ll come to your contracted hub location office as and when needed to get things done for your role and for tasks that require it, otherwise you will be able to work from home. Our 'Office in a Box’ home-workingkit will be available for all who need it during your onboarding journey.

We innovate, invent and continuously improve, Vodafone UK Digital works within the heart of our business. Empowering Vodafone’s mission of being a digital-first company is in everything we do.

**What will you be doing?**

The role holder will utilise relevant data and insight to make informed recommendations on opportunities to optimise the routing of contacts landing in the voice environment and work with stakeholders across CS&O to create great experiences for our customers.This will support the Digital Care Tribe in our mission to drive a 'digital first’ approach, minimising assisted contacts wherever possible.

This role will also be the line manager for the 6 x H band IVR Change Specialists in the team. The role holder should be seen as an expert in IVR design & delivery and possess a drive to continually educate & develop the team.

**Key Accountabilities**:

- Project manage large-scale changes to the IVR, managing other team members (Specialists) during delivery.
- Proactively seek out and use trends and routing insight to drive improvements in customer journeys, experience and operational efficiencies.
- Identify risks, issues and dependencies, proactively intervening to remove roadblocks.
- To ensure that solutions deliver improvement in line with the defined customer experience and contact strategies.
- Key contact within the IVR team to maintain relationships with key business partners including, but not exclusive to, Technology, Project Teams, Outsource partners, 3rd Party Industry Specialists and Operations Control.

**Who are we looking for?**
- Exceptionally strong knowledge of IVR design & cross-platform journeys.
- Strong leadership skills with experience of people management.
- Problem solving and analytical skills and able to work through complex multi-channel customer journeys.
- Self-motivated and able to work with mínimal direct guidance.
- Experience working in cross functional teams.
- Highly organised and able to prioritise multiple activities.
- Strong communicator able to convey complex information in a simple format to different levels of audience.

**What’s in it for you?**

An excellent remuneration and bonus package with 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’re also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We’re committed to supportingyou throughout every step of your career at Vodafone.

**Together we can**

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibilitysection of our Careers website (careers.vodafone.co.uk) under Career Support, for guidance.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversityplays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.