Service Executive

Found in: Talent UK C2 - 3 weeks ago

London, United Kingdom Vodafone Full time

Location: Hybrid Working (South of England)
Salary: Competitive plus Vodafone benefits
Working hours: Part-time hours per week


Please note this is a part-time position as part of a job share for hours per week

*Hybrid


At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our blended 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

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 part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

What you’ll do 


Service Executives are aligned to key named Vodafone Business clients and are accountable for the end-to-end service experience for those customers.

Key accountabilities: 

• Maintain existing Customer revenue and understand the impact of churn events.
• Drive continuous service improvement and increasing customer satisfaction and Net Promotor Scores (NPS)
• Accountable for delivery of customer’s contractual service deliverables, including service levels, reporting etc
• Driving the performance of operational teams to support in-life service delivery to customer.
• Owns the relationship with key customer stakeholders for in-life service.
• Maintain close engagement with associated sales teams.
• When required take real time responsibility for service escalations or major customer incidents

Who you are 


Business Expertise
• Customer intimacy: demonstrates an insight into the customer’s way of thinking. Able to articulate the customer’s perspective in a straightforward way.
• Able to confidently discuss Vodafone products and services that support customers’ existing requirements with key customer stakeholders.
• Champions Vodafone as a brand with customers and can talk knowledgably about the organization
 
Knowledge and Professional skills
• Able to carry out trend analysis of key data metrics to identify and address service performance issues. 
• Ability to lead and drive internal/external customer meetings.
• Capable of managing escalation both internally and externally where service has not met expectations.
• Understands and participates in wider Service Relationship Management or Vodafone activities and programmes, product end of life / development.
 
Communication
• Practical level of influencing and negotiation skills to drive continual service improvement and resolve issues.
 
Desirable qualifications 
• ITIL V3 Service Lifecycle / ITIL V4 Specialist Create, Deliver and Support, PRINCE2, Lean, Six Sigma, APM

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