Sales Operations Manager - Chat
Sales Operations Manager - Webchat
Location: Hybrid - Travel required to partner sites.
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri
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 Consumer Sales & Care (CSC) channel consists of more than 4,000 people, providing Sales and Service support via Voice, Webchat and Social Media. CSC delivers more than 2 million Mobile and Home Broadband sales to UK consumers every year.
As Sales Operations Manager, you will lead the entire Chat based sales operation, more than 300 agents, representing an operation that encompasses teams that are In-House, On-Shore Outsource Partners and Retail Partners. You will work in a fast-paced, people-orientated department. You will be working closely with the Senior Manager of Consumer Sales and the Head of the CSC department and the wider leadership team to deliver Vodafone UK’s sales and customer targets.
• You will own the Outsourcer relationships across our UK (Concentix, ResQ and Retail Partner Agents) partners ensuring that they deliver to the same rigorous standards we hold our VF teams to.
• You will work with the Senior Consumer Sales Manager to execute our strategy to maintain and reinforce our current position as the primary assisted sales channel within the Consumer business.
• You will manage all Chat Sales Operations, across In House, Outsource and Retail, totalling more than 300 FTE.
• You will lead implementation of change programmes and projects to simplify and consolidate our estate design and deliver savings on our current budgeted FY24 spend of £90+ million.
• You will represent the Senior Manager Consumer Sales, Head of Consumer Sales & Care and wider Leadership team with internal and external stakeholders.
Who you are
• You will have experience of operating in a Sales and Customer Centric focused environment.
• You will have a proven record of driving Commercial sales revenues strategies and adapting to different conditions achieving significant business growth
• You will understand technology enhancements in the chat and AI space to continually improve on CX in an ever-developing function.
• You will have effective communication, networking, and diplomacy skills to persuade, influence and drive our Spirit values.
• You will have the ability to lead change in an evolving environment
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.