Central Support Adviser - Stoke-on-Trent, United Kingdom - Vodafone

Vodafone

Verified Company

Stoke-on-Trent, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Central Support Adviser:

Location:
Stoke Contact Centre + Hybrid ( 2 days onsite per week )

Salary:
£24,600 plus Annual Bonus

Working Hours:
Monday - Sunday / Working between 8am-8pm shift rotation

Hybrid
At Vodafone UK we believe that through collaboration and connection 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.

Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.

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.

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

In this role, you will need to be able to investigate queries and problems relating to customers orders. You will be updating databases and SharePoint with relevant data for all queries handled and resolved.

Being part of the Central Support Team you will provide a professional contact for our customers experiencing service impacting/Stuck Order queries.

You will be the main contact to take ownership and ensure the issue is resolved in a timely manner.

You will be working with inhouse support teams identifying reasons for disruption to customers service, as well as investigating stuck order trends in accordance with the department's Key Performance Indicators (KPI) and Service Level Agreements (SLA).

Resolving outstanding order queries queries to full resolution
Achievement of agreed KPI's in order to meet quality / productivity targets
Maintain transactional accuracy as per the set quality targets
Adherence to the organizational procedures and policies
Professional approach and behaviors that aligns commitment to and delivery of the Brand Essence of Vodafone

Who you are

To be successful in this role, you will required to demonstrate:

Excellent ability to work with the team and at the same time demonstrate performance driven by individual efforts and initiatives
Able to multitask to manage time effectively
Analytical and Interpretation skills
Ability to communicate professionally, clearly & concisely, both verbally & in written form with colleagues
Knowledge of both Halo and Crystal systems
ISAAC experience beneficial
Competent with Excel
Comfortable communicating with support teams

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