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Webchat Care Operations Manager

Aggregate function:  Consumer
Business Area:  Local Consumer Business Unit
Posting Country:  United Kingdom
Date Posted:  17 Feb 2025
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Webchat Care Operations Manager

12m Fixed Term

Location: Homebased working
Working hours: Full time 37.5 hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits

 

At Vodafone UK our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

 

Who We Are

 

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 a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.

 

What you’ll do 


As the Care Operations Manager for Web Chat, you will oversee the entire operation for our Care customers via chat, managing a team of over 500 agents. This role includes leading teams that are part of our Offshore Outsource Partners. You will thrive in a fast-paced, people-oriented, and brand-impacting department.

  • You will collaborate with the Head of Consumer Sales & Care to implement our strategy, ensuring we continue to achieve incremental sales volumes through exceptional service and customer experience.
  • You will lead change programs and projects to streamline and consolidate our estate.
  • You will own the Outsourcer relationships across our key strategic offshore partners ensuring that they deliver to rigorous standards.
  • You will provide insight to the Sales and Retail estate on FCR improvements and process simplification.
  • You will continue to build a positive culture, boost engagement, and make the department a top choice for career growth.

Who you are

•    You will have experience in managing large teams spread across different locations.
•    You will have experience operating in a Customer Centric focused environment with the insight needed to lead Sales through Service.
•    You will have proven ability to tackle complex problems and confidently make decisions.
•    You will have strong communication, networking, and diplomacy skills to effectively persuade and influence
•    You will be self-motivated with the ability to work independently, and effectively manage time to balance customer, employee, and business needs.

 

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 28 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.

 

#vodafoneuk

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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