Customer Operations Specialist - Farnborough, United Kingdom - Vodafone

Vodafone
Vodafone
Verified Company
Farnborough, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Location:
Farnborough (Full time office based role)

Salary:
Excellent basic salary plus bonus and Vodafone benefits

Working Hours:
Full time 37.5 hours per week - Mon to Fri


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.

Join Vodafone Business Security Enhanced for Vodafone UK and support in providing world-class Secure Solutions for our Enterprise clients.


What you'll do


In the Customer Operations Specialist (COS) role you will drive the Customer Services organisation to deliver a first class, pre-emptive service for their specific customer.

The position builds a strong relationship with the customer and the Customer Service operational teams.

The Customer Operations Specialist works within an ITIL framework to identify and implement remedial activities impacting customer service and drives service improvements.


  • As the Customer Operations Specialist you will work collaboratively with the Service Management team to assist with the management of the customer's service level expectations in line with Operational and Contract requirements to deliver a consistent performance reflective of the products and services purchased from Vodafone.
  • Lead and manage the dedicated shift team across Vodafone Business Security Enhanced (VBSE) within a customerfacing environment.
  • Success measures include but not exhausted Restored in SLA performance, Availability, Business process changes, Major Incident volumes and other metrics
  • You will be the key point of contact for all operational activity into the Customer Service organisation including all ITIL aligned functions.
  • Work alongside the Service & Account Management functions to constantly evolve the account development plans, with the aim of providing our customers with the services they need whilst gaining commercial growth for Vodafone.

Who you are

  • Experience in managing a small team of Service Desk or IT support teams
  • Experience in escalation of incidents to, and in driving incident resolution within a technology environment.
  • Good understanding of ITIL Processes
  • Foundation level
  • Broad experience of Continuous Process, System and Capability improvements
  • Ability to build and maintain good working relationships across internal teams and wider business group.
  • Solid understanding of customer system process flows and able to work to capture key pain points for the customer.
  • Evidence of a being a selfstarter and have the ability to work under pressure

Security Clearance:
This position requires the person to hold or to be eligible to undergo UK Developed Vetting (DV) clearance.


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, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.


Together we can
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