Technical Customer Lead Advisor - Newark

Newark, Nottinghamshire
  1. Full Time
  2. Contact Center
MASNWKCL1
Posting date:31 May, 2018
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Competitive Salary + Excellent Benefits


Shift Pattern: Monday – Friday 8am – 6pm and out of hours/on-call requirements, also, some Saturday’s

 

Newark

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 created 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, 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 going the extra mile 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 & 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

As a team lead you will need to provide leadership, direction and real time management to a technical customer services team by taking ownership of high-impacting customer incidents as they are raised and using contact points around the wider business and beyond to drive a prompt resolution. 

 

This role is also expected to rectify failings in systems and processes with a relentless focus on proactive continuous improvement actions as well as providing support and coaching to team colleagues.

 

Key Accountabilities:

Drive jeopardy management within the service desks proactively identifying incidents that are lacking technical progression or are in danger of breaching SLA.

 

Own and resolve level one escalations in order to achieve all customer service level agreements.

 

Take accountability for customer communication as well as when to escalate to higher levels within the business.

 

Annalise, identify, trend and rectify failings in systems and processes with continuous improvement actions.

 

Assist the team leader with coaching feedback to improve adviser performance and the customer experience.  

 

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


Just some of our recent awards