Meet Alex, Customer Service Adviser

Hear from Alex , Network Enterprise Adviser and how she describes being back where she belongs.

By Vodafone

Can you tell me a bit about your background and how/why you joined Vodafone?

I joined Vodafone originally in 2005 and I started as a small business customer services advisor, I did that for around 18 months. I then moved to become a TAM (telephone account manager) where you have an account base of around 500 customers which you are purely responsible for. Did that for a couple of years and really enjoyed that. I then moved externally from Vodafone until I came back to Vodafone around a year ago starting in inbound collections then moved into consumer technical care – second line and did that for around 6 months and then joined the Network Enterprise team so now I’m responsible for investigating network faults.

What role did you enjoy the most?

My current role. Just because I’ve always had a bit of a weird fascination with our network. I always felt I’d like to do a job one day working within a role related to the network side of things. It’s something I find really interesting. So when I saw the opportunity to join the team I was absolutely elated, I thought it was brilliant. I really enjoy what I do. I kind of feel like a bit of a FBI type person or something! [laughs]. It was strange because I have such a lot of knowledge of this business and that learning the new side of things was like learning about something I never knew existed so it’s been a fascinating journey and I’m really enjoying it.

If someone asked you about working for Vodafone, what would you say to them?

Go for it, definitely. I think the business looks after its staff really well, the brand is huge. For me personally I live a stone’s throw away from this building and every time I see the Vodafone logo it makes me smile which for me personally I think it’s great. I’m very proud to work for this business and I would challenge anyone to not enjoy it when they come here. This kind of environments not for everybody but yes, I think the whole package is very very appealing.

Are you encouraged to develop by your managers and leaders?

Absolutely. Absolutely. I think one of the really good things about working here (and it always has been) is that if you have aspirations or if you want to move up to a different department or if you want to be a team leader. If you make your managers aware of that then they will do their absolute best to get you to where you want to be. On the other hand if you’re quite happy to just come to work and do your job they’ll support you with that too and they’ll just get the absolute best out of you. I think it’s incredible how much that happens here.

Do you think Vodafone has the customer at the heart of everything they do?

Yes I think they do. I think there may have been some mistakes made along the way which have been a little bit costly for the business but again going back to what I said earlier on. I think sometimes you have to make a mistake to rectify it. But I do think we’re climbing back and we’re now climbing back up the ladder and put a lot of things in place to make our customers feel a lot happier and I do think we are definitely on the right track to doing that now.

What do you think to the working environment at Vodafone?

Fun! It’s brilliant fun. For me, I love this kind of environment because I’m naturally loud. I’m quite energetic and without going over the top that kind of energy is encouraging. The managers encourage it and many of the people I see come in and start working somewhere like this and they’re quite introverted but you give them a couple of months and they’re out there enjoying themselves. I think it goes down to job satisfaction, if you can try and be yourself – I’m glad that I can just be me here. I get on with my work and work hard but I can be me whilst I’m doing it which is fantastic.

In the next 2-5 years where do you think/hope you’ll be?

I still see myself being here, I don’t plan on going anywhere. In all honesty I’d be quite happy doing a similar role to what I’m currently doing. Possibly becoming an engineer maybe, perhaps – who knows? I just want to get the best out of whatever I’m doing at the time – I’ll always give 110%. I don’t know what’s around the corner but I hope that I’m still here.

What do you think to the flexibility Vodafone offers its staff?

I don’t have flexible working hours personally, but I have colleagues who have children and I think it’s incredible. I have some very good friends that work here who have children or dependents or family members that they are carers for. I think it’s fantastic. They show that they care about their staff and they want everyone to be as happy as they can be while they’re at work.

Why do you do what you do at Vodafone and not somewhere else?

Because it’s Vodafone [laughs]. It’s just Vodafone isn’t it? When I came back to Newark this is the first place I came to work and I’ve loved it. Even now after all these years I still think the place is great. I wouldn’t want to go anywhere else quite honestly. That and the fact that it’s a 10 minute walk from my house [laughs].

What benefits do Vodafone offer that you use regularly?

There are a lot of benefits, a hell of a lot. Personally I take advantage of the share scheme and the pension scheme. There’s the cycle to work scheme – they’re always trying to be innovative with being environmentally friendly. They have a little counselling-type service. For me it just shows how much they really care about their staff.

What do you love the most about your job?

The challenge of it, my job I do now – no two days are ever the same. I do find it challenging and I work my best when I’m challenged and when I’m under pressure. That and the people that I work with. You can enjoy your job a lot better if you enjoy the company you’re in.

Who do you think would fit in at Vodafone?

Someone who is focused, know what they want, someone who’s willing to give it 110% – give it everything they’ve got. Someone who can accept constructive feedback and take positives from it to improve. Perhaps just to be open minded about what’s around the corner and someone who can stay positive that can think of their end goal, whilst trying to pick up as much as you can along the way.

So to what makes you happy at Vodafone?

My answer is so cheesy! [laughs] But I feel like I’m at home and that’s the truth. I’m just so proud to be here. Before I came back to Vodafone I was in a job where I was really bored, wasn’t challenged and it was very obvious that I was fed up. Within 3 weeks of me being back at Vodafone, my husband told me it was like living with another person. I knew I was happy again and back where I belong. That’s the honest truth I feel like I’m home and that I belong here and that’s it.

Just us writing stuff

Related Posts

Meet Sarah – Customer Service Adviser

Meet Sarah – Customer Service Adviser

Read our interview with Sarah one of our Enterprise Customer Service Advisers based in Newark and hear why she loves what she does.

Learn more
Meet Matthew, Customer Service Adviser

Meet Matthew, Customer Service Adviser

Hear from Matthew one of our Customer Service Advisers and find out what he says "I love it. It's great. Fantastic" about.

Learn more
Meet Gemma, Customer Service Adviser

Meet Gemma, Customer Service Adviser

Hear from Gemma, one of our Customer Service Adviser and how she can come in when I’ve had a bad morning and within half an hour I’m smiling, laughing and having a good time

Learn more