Customer Journey Specialist - Tech Support

Why work for us:

At Vodafone, we’re working hard to build a better future A more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow: 

Role Purpose:

The Customer Journey Specialist (Tech Support) is responsible for the optimisation of the tech support customer journey and manage ongoing performance of that journey, partnering with VOIS to understand drive better resolution and customer experiences. The role sits within the Commercial Operations (COPS) directorate & requires a customer-focused and results-driven approach. This role will be a key member of the Consumer Tech team, playing a critical role creating customer experience improvements and business value through empowering of the front-line teams.

Essence of Role – Key Accountabilities:

Responsible for the continuous improvement of customers experience when they have a technical issue, as measured by our first call resolution measure (FCR) & customer feedback surveys (TNPS & JNPS)
Continuous assessment of resolution capability, across VOIS teams through call and tickets reviews
Customer focused - Continuously listen to what our customers say (Call listening, NPS, friends & family feedback)
Driving resolution improvements by feeding learnings into training, processes and system improvement
Empower front line & resolution mgt. teams to ensure they can delivery the best experience for the customer.
Support product & tooling introductions, considering the ability to resolve at each stage
Driving reduction in no fault found (NFF) cases raised with vendors, championing system improvements and reflecting learnings in DTs
Understand product functionality & complexity that impacts resolution
Work closely with the wider COPS team, supporting requirement scoping, gathering and assessment that will shape the resolution capability with Digital-first philosophy as core design principles
Drive escalations for technical issues that are proven to be particularly challenging and then apply relative learnings.

We Are Looking For You, If You Have:

Essential
A proven track record of success in delivering change to meet customers shifting needs and expectations.
Strong analytical, critical thinking and problem-solving skills. 
Demonstrated success translating operational, market, and Voice of the Customer data into actionable insights, influencing and driving change, and delivering measurable impact and value
Experience & understand of the customer support preferably in a technical industry.

Who we are:

Vodafone is pioneering Ireland's gigabit society. We are Ireland's leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.

We’re at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
Our purpose is to connect for a better future, and this is made possible by our people.  No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you’ll get to play a role in delivering Ireland’s Gigabit Society!
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.

When choosing us………

When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits! 

•    Some of the benefits that you will receive along the way are:
•    Competitive Salary
•    Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
•    Generous Employer Pension contribution
•    Free Phone Bill – When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
•    Learning and Development – We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
•    Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products!
•    23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday
•    Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners

We are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.

When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we’ll help you shape a rewarding career that gives back in more ways than one. Its starts here. It starts with you. 

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