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Customer Experience Improvement Manager

Aggregate function:  Consumer
Business Area:  Local Consumer Business Unit
Posting Country:  United Kingdom
Date Posted:  21 Nov 2024
Full Time / Part Time:  Full Time
Contract Type:  Permanent

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.

Customer Experience Improvement Manager

Location: Hybrid – London based, The Speechmark office 2 days per week
Working hours: Full time 37.5 hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits

 


At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. 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 

 

The Customer Improvement team is a key function siting within the end to end customer experience team, responsible for understanding and driving the customer experience changes required to meet our strategic ambitions.  The team are responsible for all key customer experience KPI’s for the frontline operations, including TNPS (inc. deep detractors) VMS and Complaints, with a focus on using data and partnering with frontline Operations to identify areas of improvement across all metrics to achieve strategic goals.

 

  • You will use the metrics to partner with our Operational Colleagues, providing actionable insight to improve experience. 
  • You will own the complaints dashboards and deliver innovative solutions to frontline to improve customer experience.
  • You will be accountable for Mystery Shopping programme, strategic direction, budget management and performance of external supplier.
  • You will be responsible for and leadership of the Agent Error Complaints Workstream, identifying thematic opportunities to reduce agent error through system, process improvement or training opportunities. 
  • You will be accountable for the Complaints Dashboard and management of offshore VOIS team (18 FTE) who triage complaints through the dashboard.
  • You will develop and innovate tools via PowerApps to drive improvements to frontline and customer experience.
     

Who you are

 

  • You will have customer experience and continuous improvement experience.
  • You will have strong communication skills with an ability to engage up to senior level
  • You will have the ability to review, interpret and draw conclusions from multiple data sources. 
  • You will have experience managing direct reports.
  • You will have project and Programme Management

 

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

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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