Store Support Adviser

London, Greater London
  1. Full Time
  2. Retail
Posting date:11 Feb, 2019
Store Support Adviser – 246106

Provide first class operational service to Retail Stores!

The Channel Support team by providing first class operational service to Retail Stores, ensuring all 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.
  • 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, 

Key Skills and Experience:

  • High level of Planning and Organisation skills
  • Good working knowledge of Word, Excel
  • Able to understand and simplify technical jargon

Proven Retail experience or equivalent customer facing experience
Experience of analysing business processes in large organisations
Service delivery and process improvement experience
Good communication and influencing skills

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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