VodafoneThree - Consumer Sales Team Leader

Location: Stoke-on-Trent Contact Centre
Salary: Very Competitive + On Target Commission and Vodafone Benefits
Working Hours: Full time 37.5 hours per week between 8:00am and 8:15pm (please note, a manager's responsibility means a shift will not necessarily end when the contact centre closes)
 

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Join our sales teams in our contact centres and help us connect people to their friends, family and loved ones, and introduce them to products and services that benefit their lives.
 

Where 

You will be based in our newly refurbished Contact Centre in Stoke-on-Trent, which has been home to our sales teams for over ten years, and is equipped with spacious lounge areas, product and demo hubs, cafe area and so much more. 

What you’ll do

The purpose of this role is to lead and manage a team of 12 - 15 of our skilled advisors, who are accountable FCA compliant salespeople, while ensuring they provide exceptional customer service via voice channels. You will be responsible for coaching and supporting your team to deliver best possible service to our customers, whilst maintaining strong operational efficiencies and KPI achievement.
 

• You will be accountable for managing a team by supporting, coaching, developing, motivating, and setting clear and stretching performance goals through the delivery of robust 121 and SMART coaching
• Responsible for ensuring that you develop knowledge and skill in your team by holding weekly team time sessions together
• Daily management of individuals on a 121 basis. Real time feedback and management regarding behaviours, KPI performance, productivity and quality evaluations
• Responsibility for performance management and delivery of all HR processes related to people management, wellbeing, employee relations, in line with HR policy and guidelines
• Create an environment where people are energised, engaged, and enabled through high impact communication and coaching, resulting in on target KPI performance, and high People scores
• Role Model Leadership in terms of Vodafone Advocacy and promotion of spirit behaviours and our TRUST framework at all times
• Provide timely and accurate weekly performance updates to direct manager
• Accessing and making the most of available training & resources

Who you are

• Proven background of working within a Consumer Sales/Contact Centre environment
• A strong operational background and understanding of contact centre performance metrics and practice
• Inspirational leadership, acting as a role-model for your team and the wider business
• Previous experience of delivering results in a ‘fast-paced’ customer centric environment
• Strong communication and decision-making skills
• Previous People Management is essential
• Excellent coaching skills and proven success in people management
• Able to create an environment where people are energised, engaged, respected, and enabled, through high impact communication and coaching
• Someone who is customer obsessed

Worried that you don’t meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. 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 care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.



Need to Know

We 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-us/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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