Senior Store Support Adviser

London, Greater London
  1. Full Time
  2. Retail
Posting date:11 Feb, 2019
Senior Store Support Adviser – 246096

Provide first class operational service to Retail Stores

Within this role, you will ensure all retail stores have all the necessary tools and information to operate effectively. Continuously seeking improvements that will result in a decrease in demand and uplift in customer experience.
Acting as the point of contact for retail escalations when the normal processes have fallen down. Responding to calls and queries within the agreed service level.

Impact on the business
  • Daily performance of calls & queries
  • Ensure all calls and queries are answered within SLA
  • Acts as the primary escalation route for retail when normal BAU processes have not been successful.
  • SME on retail processes and procedures.
  • Accountable for housekeeping with store database, CTI, and site.
  • Be on point to communicate to the Retail estate during an incident.
  • Provide Out Of Hours Incident Management support.
  • Customers, supplier and third parties
  • Continually review the way we operate and identify opportunities to improve the employee experience, our productivity and therefore customer experience.
  • Work with business stakeholders to improve the Retail systems through feedback and issue identification.
Leadership and teamwork

  • To triage issues and handle escalations by driving the best resolution for front line teams.
  • To represent retail throughout the business, ensuring that retail requirements are documented and delivered 
  • Perform all duties in line with the Vodafone Way vision, delivering speed and simplicity in execution, whilst working collaboratively with others, inspiring team members with the quality of your work, 
  • To drive service level performance within the Channel Support team and provide regular updates to Store Support Manager.
Key Skills and Experience:

  • To be subject matter experts on retail processes and systems and give support to field team.
  • To ensure that we exploit the full functionality of the systems we implement and feedback business defects and issues.
  • Act as ‘Super User’ on our IT and web-based systems, including the intranet and EVO portal, supporting the field team as required on all personnel administrative outputs.
Commitment from Vodafone

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating 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. 

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