Customer Operations Support Specialist - Escalation

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 Escalations Specialist will have responsibility to evaluate, take ownership and bring to resolution customer escalations.
• This will include those received via our front-line Care agents & all associated Care channels, in addition to CEO office, Comreg, Small claims, PR, Legal, Fraud, Finance & all other departments across the organization.
• The specialist will become an integral member of our existing offshore Escalations teams and be heavily involved in the operational governance and success of this area of the business.
• Through analysis & remedial activities the specialist will be required to contribute significantly towards ambitions for reductions in overall escalations as well as managing various Care related incidents to a successful conclusion, thus mitigating the potential for incremental escalation volume received.

Responsibilities/Key Accountabilities:

• Handle all escalations received to successful conclusion, identifying trends and remedial actions for reoccurring issues, for both Fixed & Mobile segments 
• Manage daily operational activities with The Communications Regulator, ensuring cases received are expedited and closed within SLA to include post case analysis and opportunities. 
• Manage all associated mailboxes and admin related to same.
• Maintain a governance model on all escalations departmental credits issued, via analysis to identify trends and opportunities for reduction.
• Escalation call support, Peak period/overflow call support for agreed call types when required to include support for extended offshore escalations teams.
• Fraud Incident customer contact & support, working with stakeholders to identify opportunities for process enhancements and mitigation against fraudulent activity.
• Care Incident Response & Operations in conjunction with relevant stakeholders, responsibility to include customer contact, tracking, analysis and reporting of same from end to end.
• Care Complaint handling Governance, auditing of Care calls to identify and govern agents’ complaint handling ability, identify trends and remedial actions. 
• Maintain & govern external customer satisfaction platforms, identify trends and associated remedial actions.
• Ad Hoc departmental support during seasonal periods.

We Are Looking For You, If You Have:

• Minimum 1-year experience dealing with Vodafone customers & products and services 
• Extremely customer focussed with the ability to demonstrate excellent customer care
• Listening & communications skills, ability to clearly communicate and respond to customers
• requirements
• Empathy and awareness of customers’ expectations
• Goal orientated
• Proven ability to complete both written and oral communications to the highest standard
• Proven ability to suggest new processes and procedures
• Self-starter, innovative with the ability to be decisive
• Proven ability to work as part of a team sharing knowledge and findings
• Flexibility and ability to manage in a fast-changing environment
• Working Knowledge of Microsoft Office suite and experience with internal Vodafone systems
• CRM, UFE, etc.
• Exceptional attention to detail
• Maintain SL agreement in line with agreed time frame

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.
• It starts here.It starts with you.