Senior Customer Care Advisor
Senior Customer Care Advisor
Location: Stoke based – Hybrid (Homebased and based at multiple client sites) - Flexibility required
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri – covering 08:00am – 18:00pm
FULL UK DRIVING LICENSE ESSENTIAL
Who We Are
We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Be part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).
What you’ll do
You will manage the day to day running of one of VCL’s prestigious Corporate Customers. To ensure customer loyalty through quality, speed and innovation. The Onsite Adviser will be based on-site within the offices of the customer and is key to the success of the smooth running of that business`s mobile strategy. You will deal with all aspects of account administration including processing orders, telephone calls, letters, e-mails, maintaining accurate customer databases, offering expert advice on technical, network and billing queries and resolving these in an efficient and timely manner. You will also liaise with Credit Control to assist in resolving issues such as outstanding debt and late payment issues.
You will also be responsible for the supplying and QA of MI and monthly electronic billing reports and produce regular reporting packs for the customer, along with analysis.
You will be the first point of contact and responsible for maintaining relationships with customer, end users and accounts team and responsible for attending and contributing meetings with customer and accounts team to drive improvements and cost saving.
You will act as the expert front line support in offering end users advice on device and tariff information including product range and equipment pricing.
Who you are
Ability to build relationships with internal and external stakeholders.
Strong communication skills
Customer Service Experience.
Ability to manage own time to deliver great service at all times.
Excellent keyboard skills and systems knowledge
Experience in a similar role (Desirable)
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What we offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 25 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.
Together we can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.