Customer Relations Adviser - Manchester / Wythenshawe

Manchester, Greater Manchester
  1. Full Time
  2. Contact Center
Posting date:13 Sep, 2019

Customer Relations Advisor - Manchester

Salary: £22,000 + £2,000 bonus & Great Benefits

Shift Pattern: Monday – Sunday. 37.5 hours per week between 8am and 9pm

About the role

As a Customer Relations Advisor you will be acting as an escalation point for customer complaints from both our Consumer and Business customers – this could be in our Home Broadband or our Escalation Line.
You will investigate, resolve and respond to high-level complaints which are often very complex. You will need to be able to do this with a level of detail and quality that meets and/or exceeds customer expectations and where appropriate to address the root cause of the query.

With full responsibility for your own caseload, you’ll make use of your time management and prioritization skills. You will be working closely with other internal departments to ensure a first call resolution. You will spend most of your time taking calls or responding to emails and letters, so it’s important to be a great listener and communicator.

As a Customer Relations Advisor you'll demonstrate a robust attitude, work well under pressure and have a passion for customer service. This role requires you to demonstrate your ability to liaise at all levels and adapt your communication style to suit your audience whilst maintaining a fair and consistent approach with each customer.

Qualities that we would look for in candidates for this position are:

Be an advocate of Vodafone, protecting the reputation and follow Vodafone’s Brand Tone of Voice.

Excellent listening and communication skills whether written or verbal.

Keen attention to detail including a very high standard of spelling, punctuation and grammar.

Ability to deal with challenging customer scenarios and demonstrate resilience in the face of this challenge.

Confident when communicating with other departments and stakeholders.

Energetic and able to work under pressure whilst maintaining a positive attitude.

Confident and willing to use own initiative.

Regardless of who you are, where you come from and no matter what your background is - Vodafone offers a first class, comprehensive training package with a dedicated Training team, Managers and coaches all working together to enhance your skills and behaviour(s) to ensure you become a stellar, successful Advisor.
And what’s it like to work here? What’s in it for me? We’ll reward your hard work with an exceptional package to match.

We have created an environment where you can look forward to coming to work and are empowered to be at your best. We can offer you a rewarding career and extensive internal progression routes –

We operate in 26 countries, and were the first to launch 5G and shortly you’ll be able to have 4G coverage - on the moon!

Internal development program “Aspire” to train our next generation of Team Managers, it’s our ongoing mission to support your personal development – it’s as important to retain our employees as it is our customers!
33 days’ holiday per year! (including 8 bank holidays) with the option to buy or sell an additional 5 days leave... If that wasn’t enough, you’re also entitled to an additional 3 days leave per year to support a Charity of your choice.

40% off mobile and handset deal, as well as up to 80%, discounted SIM only packages, plus VOXI benefits

Discounts at 100’s of High Street retailers

Lucrative employee referral scheme £££

Award-winning, world and market leading maternity package. Alongside the pension and share save plans.

Commitment from Vodafone

Vodafone is committed to attracting, developing and retaining the best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays a meaningful role in the success of our business, and we are committed to building an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences. We are not only multinational but multicultural too. At Vodafone you will have access to our excellent flexible benefits programme that you would expect from any global company.

We're thrilled to be a Stonewall Top 100 Employer and to have been awarded Number 1 Best LGBT+& Friends Network.

Please note that all candidates internal and external will be subject to baseline security checks and Vodafone reserves the right to terminate employees that do not meet our minimum vetting requirements.

Please advise if you require any alterations or adjustments to support you through our recruitment process. If so please contact us on

Life at Vodafone

Sophie’s Story: “With everything I’ve been through, I’ve always been met with empathy & compassion

Meet Retail Divisional Head, Mark McKenzie…

Just some of our recent awards