Meet Matthew, Customer Service Adviser

Can you tell me a little bit about your background and how/why you joined Vodafone?

I’ve come from a predominantly sales background. I saw the job advertised and thought what a fantastic opportunity and what a great base for a career. I jumped at the chance really. The salary and benefits package was really good too.

What’s been a surprising thing about Vodafone that you perhaps didn’t expect when you joined?

There are so many opportunities. There are so many opportunities to go to different departments, work in different areas like for example I had an interview for an opportunity to go to India to floor walk which is something you might not get anywhere else.

If someone asked you about coming to work for Vodafone what would you say to them?

Yeah 100% go for it. Again, opportunities are brilliant. There are so many benefits with the pension scheme, the bonus structure is fantastic. There’s such a wide scope of things you can do at Vodafone.

When you first started what was the training process like?

It was really good. Thorough. Two weeks of classroom based training but they did get us out on the floor listening to calls to get us in the correct mind frame and to know what to expect. Going on the phones for the first time can be quite scary but the training gave me the knowledge to soon get to grips with queries. The training does not stop at the classroom though. When you are on the phones you are really well supported – we went on to do a three week grad bay process. During that time we had floorwalkers ready to help you. The first week the?y kind of hold your hand a little bit then the second week they will let go a bit and let you do more and more. It really boosts your confidence and helps you with your job going forward.

Do you think during your time with Vodafone that you’ve been encouraged to develop by your managers and leaders?

Yeah definitely, I think management at Vodafone are brilliant if I’m honest. Again I go back to opportunity; there are so many opportunities that pop up all the time. For example the ASPIRE (leadership development) programme that I’ll be going for next year. All of my managers have said go for it and they will help you with anything you need. I’ve been made a lead agent within the team which is a great opportunity.

How is the working environment at Vodafone?

When I first came in to a contact centre environment it was completely new to me so I didn’t really know what to expect. The atmosphere was surprisingly relaxed but professional at the same time. It’s great. So we have loads of fun but at the same time we all know that the customer comes first. But yeah, I love it. It’s great. Fantastic. There’s a great team spirit that goes around.

Where do you see your career path going in the next 2-5 years?

Still at Vodafone definitely. I started off as an advisor on the phone and after around 6 months I became a lead agent. Even though it’s a small step up it’s still an opportunity to show your leadership and managerial spark. Things like ASPIRE, they really spend time developing you as a person which is really good. I definitely see myself here for the long term. Ideally I’d like to be a Team leader that would be the next natural step but that wouldn’t necessarily be it.

Why Vodafone and not somewhere else?

Again I go back to opportunity – there are so many different opportunities. The other thing is the benefits that Vodafone offers, they’re great. Great bonus, starting salary is fantastic – it would be hard to get that anywhere else. All the other great benefits that come through my choices as well.

What do you love most about your job?

How varied it is, one minute I’ll be on the phone speaking to a customer having a great laugh and a chat with them getting their problem solved. The next thing I’ll be running around doing case management things like that. Every minute of every day is just completely different. The different people you get to speak to each day too. Anything can get thrown to you at any point which is good.

Also, I do give to charity through my wages. Vodafone allow my charity gifts to come out my pre-tax wages too which is great. I give money to guide dogs each month so it’s good that Vodafone helps with that.

So why are you happy at Vodafone?

I just enjoy the atmosphere every day. The atmosphere in the office is great, we all have such a laugh and there’s something different going on every day.

Life at Vodafone

Meet Rebecca Quinn - Assistant Store Manager and Mum

Meet Amy Stoner one of our Technology Discover Graduates