Customer Improvement Manager

2 months ago

StokeonTrent, United Kingdom Vodafone Full time

Customer Improvement Manager

Location: Hybrid – Stoke office 2 days per week
Working hours: Full time hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits


At Vodafone UK we believe that through collaboration and connection with our colleagues 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 don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

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 

The Customer Improvement team is a key function siting within the E2E CX team, responsible for understanding and driving the CX changes required to meet our strategic ambitions. The team are responsible for all key customer experience KPI’s for the frontline operations, including TNPS (inc. deep detractors) VMS and Complaints, with a focus on using data and partnering with frontline Operations to identify areas of improvement across all metrics to achieve strategic goals.

• You will use the metrics to partner with our Operational Colleagues, providing actionable insight to improve experience. 
• You will own the complaints dashboards and deliver innovative solutions to frontline to improve customer experience.
• You will be accountable for Mystery Shopping programme, strategic direction, budget management and performance of external supplier.
• You will be responsible for and leadership of the Agent Error Complaints Workstream, identifying thematic opportunities to reduce agent error through system, process improvement or training opportunities. 
• You will be accountable for the Complaints Dashboard and management of offshore VOIS team (18 FTE) who triage complaints through the dashboard.
• You will develop and innovate tools via PowerApps to drive improvements to frontline and customer experience.
 

Who you are

 
• You will have customer experience and continuous improvement experience.
• You will have strong communication skills with an ability to engage up to senior level
• You will have the ability to review, interpret and draw conclusions from multiple data sources. 
• You will have experience managing direct reports.
• You will have project and Programme Management

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