Customer Service Advisor - Stoke on Trent

Stoke on Trent, Staffordshire
  1. Full Time
  2. Contact Center
Posting date:31 May, 2018

Customer Service Advisor

Salary £18,500 + £2,000 bonus + brilliant benefits

Shift Pattern: Monday to Friday, 37.5 hours per week, shifts between 8am and 6pm



Joining Vodafone is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.

Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.

And what’s it like to work here? We have built an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you. You can also expect opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.

Customer Operations at Vodafone

We’re passionate about exceeding our customers’ expectations and making a big difference to their lives, always really committing to deliver the best possible service. Whether it’s on the phone or online, we are there to provide vital support when our customers need it. We strive to make sure that through our products and services, people feel free to live their lives their way and that their journey with us is as simple as it can be.

About the role

Own the customer relationship, handling and resolving calls in an efficient and timely manner. 
Liaising with other departments within Vodafone Corporate and the rest of the group to resolve account queries. 
Provide support to the Corporate Account and Service Managers to ensure the smooth running of the customer accounts. 
Liaising with Vodafone and the rest of the group to resolve technical and international network related queries. 
Working as part of the team to ensure the department offers World Class Customer Service at all times. 
To undertake any additional tasks as directed by management in the interest of the business.


Role Dimensions


Non-financial (customers/staff etc)


To provide a professional contact point for customers, delivering accurate and concise information about products and services available.
To maintain the Grade of Service as defined by the Management Team. 
To meet all Service Level Agreements.


Typical Outputs

Handling and making calls to customers with the customers interests always as a priority
Solving all types of customer queries to conclusion, with maximum ‘get it right first time’
Accurately reporting information on customer’s accounts.
Capturing reasons for calls through wrap calls
Giving customers accurate and timely information that encourages them to get the best out of our service.


Technical / Professional Expertise


Professional & friendly telephone manner.
Customer Service skills.
Team player.
Willing to learn.

Good level of literacy and numerical skills.
Basic keyboard skills.


We offer a benefits package that includes:


-  33 days’ holiday (including 8 bank holidays) and the option to buy or sell an additional 5 days

-  Up to 80% discounted SIM only and Broadband packages for yourself, your family and friends

-  Onsite barista style coffee shop

-  Discounts at 100s of high street stores

-  World leading maternity package

-  Free health assessments to support your well-being

-  Plus many more

-  ShareSave scheme, opportunity to buy shares at a discounted price


Proud to be in The Sunday Times 25 Best Big Companies To Work For 2018



Commitment from Vodafone


Vodafone is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive work environment 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

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Life at Vodafone

Just some of our recent awards