Customer Experience & Operations
Digitally focussed and providing a truly world class customer experience is a critical part of what Vodafone stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers’ experience of Vodafone to help us become a truly admired company
Typical roles within the Customer Experience & Operations teams
User Experience/Interface Manager
You’ll be an expert in designing user centric digital experiences on apps and web portals. You’ll also be inspired to design and deliver user friendly, intuitive and easy to access web pages and applications that excite customers leading to higher levels of engagement and satisfaction. You will be excited by the chance to bring best in class approach and principles to make a real difference to the user experience
Digital App/Web Manager
You’ll be owning the definition and execution of our Digital Care Strategy making the My Vodafone app and Vodafone website the primary interaction platform for customers. You will be accountable for the overall digital care experience, roadmap and capabilities delivered through the web and app. Working closely with other Group teams and across markets, you will have the energy and ability to drive scale and successful execution of the strategy to meet customer needs and commercial objectives.
Customer Care Manager
You will be responsible for driving customer care excellence across all Vodafone markets; supporting day to day contact with our customers via live care channels, whether that be digital or over the phone.
Customer care operations are driven from the local markets, where a significant amount of our customer contact is delivered by third parties. You will play a critical part in helping to set the strategy blueprints, standards and must ensure the successful implementation of these principles. You will be excited by the chance to design and implement exciting technology in the pursuit of providing care in a way that is relevant and exciting to customers. This includes chatbots, AI, Asynchronous messaging and innovative call centre solutions.
Phase one. It’s time to submit your application. Don’t worry, our application process isn’t too long, but that doesn’t mean you should rush it.
Remember, this is your time to knock the competition out the park. And if you want game, set and match you’re going to have to go all out when it comes to selling your relevant skills, experience and personal values.
We want to know all about you and why we should hire you over everyone else. First impressions count, so show us what you’re made of.
Video or Phone Interview
Before we invite successful applicants in, we like to have a friendly chat. If you’re deemed a suitable match for the role you’ve applied for, we will arrange to speak to you. This could either be simply over the phone, or via a video interview, depending on which role you’re after.
At this stage in your job application we want to see how you might fit into the team, and most importantly, get to know you a little better. We also use this as an opportunity to consider how we can help develop your future, because your career develop is, and always will be, important to us.
The next step is meeting in person, face-to-face. Our interviews vary depending on the role you’re applying for, you could simply be invited for a standard face-to-face interview, or you might be asked to attend an assessment centre. Yup, you might have to do a presentation or a few tests related to your role.
But don’t fret, it’s just how we make sure you’re the perfect fit and it also gives you the chance to ask any questions and get to know us. At Vodafone, we’re just as invested in your future as you are in ours. It’s a two-way street you know.
It’s crunch time, if you’ve nailed the application, phone call and interview and we deem you suitable for the role, we’ll make you an enticing offer. If you weren’t successful, we’ll provide some handy feedback to help you out in future applications.
Just keep in mind once you’ve got your offer, before you start the process of being welcomed to the team, we’ll need to run some pre-employment screening. All offers are subject to passing these checks.
Don’t freak out, there’s nothing out of the norm here, just the standard references, criminality and financial checks. Then you’re good to go and you can begin your prosperous career at Vodafone.