Smart Home Services Manager

London, Greater London
  1. Full Time
  2. Other
Posting date:15 Mar, 2018

Role Title: Smart Home Services Manager

Location: Paddington


At Vodafone Group we build connections to all our Global operations, acting as an advisory board to drive consistency and customer excellence across 30 countries and for over 420 million customers. We are constantly uncovering tactics to innovate the way we operate, set our global standards or lead our strategic performance. By joining Vodafone Group, you will be part of evolving our digital world of total communications. Now is the time to get on board.

In joining the Commercial team here at Vodafone Group you will support our people in strengthening our position as an admired company in the eyes of our customers, shareholders and employees! The team is broad; you could be working within Brand, Commercial Management, Consumer Services, Terminals, M-Pesa or Customer Experience Operations. What links us all together is that we are all customer obsessed, innovation hungry and ambitious! Are you?

Role purpose:  

This is an incredibly exciting opportunity to be part of the team that defines, launches and leads a specialist Service desk function providing critical support to V Home customers when they have an event detection in their home. You will create a working environment where Employees feel empowered and engaged in delivering a world-class experience during every customer contact, leading to long-term commercial growth for the business.  You will drive strategic improvement activities whilst ensuring your function delivers against its SLA/KPI’s in an efficient model.  Cross-functional working is key as you ensure downstream functions are working to process and providing your function with the information required to communicate with customers as per our commitments. 

With us you will:

  • Accountable for a Vodafone Alarm Assistant function, specifically, the delivery of key business& customer metrics, adherence to budgetary forecasts and the overall experience your customers and employees receive, measured through feedback and engagement scores

  • Drive improvements in customer experience by ensuring all quality framework commitments are delivered upon whilst creating a coaching environment geared around growth and development

  • Stakeholder management of key internal and external parties, across all levels of the organisation

  • Ensure activity leads to a successful ‘go-live’ and a World-class experience for our customers as we expand from a single location to a multi-location service. 

  • Deliver strategic change specifically to manage the expansion of VAA from single service to a multi-tower capability to support both in home and out of home solutions.


Apply if you have:

  • Inspirational leadership, acting as a role-model for their function and wider business and driving employee engagement

  • Experience of driving a coaching and high performance culture

  • Previous experience of delivering results in a ‘fast-paced’ customer- focused environment, maximising the effectiveness of off-shore and 3rd party functions.

  • Ability to drive process improvements to improve customer journey

  • A strong operational background and understanding of contact centre metrics and practice


We’re happy if you:

  • Telecoms experience useful but not essential

  • An understanding of the principals of ITIL useful but not essential


Commitment from Vodafone


Vodafone is committed to attracting, developing and retaining the 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 benefits programme that you would expect from any global company. If you have any questions, please don’t hesitate to reach out to us on



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