You will be responsible for supporting Care Mangers with TNPS, Service Level performance, First Time Fix, Frequency of Contact, Sales through Service, and delivery against cost targets, and will support identifying & implementing digital and process led service improvements. Taking ownership of initiatives, bringing your ideas forward as well as being accountable for following through and delivering results.
This will include supporting end-to-end operational responsibility for Enterprise Customers, incident management, escalations, reporting, and KPI’s.
Your team: Working closely with owners across the Business, Technology, Digital & Finance teams, you will support across a virtual team to find innovative ways to understand our customer’s needs, & what they are trying to achieve
You will be responsible for supporting Care Mangers with TNPS, Service Level performance, First Time Fix, Sales through Service, and delivery against cost targets, and will support identifying & implementing digital and process led service improvements.
You will support the relationship with our partner providers (outsource partners & Vodafone Shared Services teams).
You will support your team with supplier management relationships with partner providers, including accountability for performance, escalation resolution, continuous process improvement, invoice / contract management, and future service enhancements.
Support the Care & Support Manager on delivering an excellent operational performance for all Enterprise customers who contact the contact centers across mobile and fixed segments.
Engage with sales teams and stakeholders to support on delivering an exceptional end-to-end customer experience via feedback.
Work with partners to ensure a highly effective relationship and act as their point of contact
Support and assist the Care & Support Manager with the launch of new, key initiatives, processes and propositions that will enhance the customer experience
Be a senior contact for Enterprise customer escalations, taking ownership of issue resolution, keeping internal/external customers updated. Follow up by completing root-cause analysis followed by the speedy proposals on implementation of process changes to mitigate repeat incidents.
Assist the Care & Support Manager with delivering on cost challenges and management of budget with ideas on improvement on quality, training, AHT and process change
Work effectively with partner teams both internal and external of Vodafone.
Drive a closed loop corrective action plan to root cause complaint drivers and detractors to improve TNPS and reduce complaints in the Enterprise segment.
Support the Care & Support Manager who will lead as a Key Sponsor for strategy programme Customer Excellence Experience programme (CXX)
Support and assist delivery of initiatives transformational programmes.
Customers, supplier and third parties
Review tnps weekly and identify opportunities for improvement.
Capture detractor & passive drivers each week, communicate clear actions to resolve
Work with RTM and WFM to ensure that all KPI’s, forecasting and service levels are robust, achievable and practical with monthly reviews of performance and make recommendations for improvements
Review AHT, ASA, hold time, talk time and other relevant KPI’s that impact service level and/or budgets
Identify and resolve customer escalations quickly and efficiently.
Experience in Customer Operations Environment.
Experience in work with partners / shared service model
Good knowledge about Vodafone products; fixed and mobile
Results oriented, with strong attention to detail, and a ‘can do’ and ‘will to win’ attitude to work
Ability to review customer verbatim and identify drivers, trends and ideas to improve Customer Experience through data driven decision making
Ability to motivate and engage energetically and enthusiastically with all members of the wider team.
Excellent communicator, written & verbal. Attentively listens to customers and colleagues and confidently presents complex material to diverse audiences.
Ability to develop strong trusting relationships with colleagues and stakeholders.
Ability to anticipate change, adjust behaviours accordingly and prioritise work.
Ability to work independently as well as a part of the wider team
Excellent relationship management & influencing skills, & to be comfortable interacting and or presenting to Senior Management.
Experience of supporting with the successful implementing digital / simplification initiatives
The Vodafone Behaviours are key to everyone’s success:
Customer Obsessed - We are passionate about exceeding customer expectations
Work passionately to really understand the customer
Look at decisions through the customer’s eyes
Take personal accountability for the customer experience
Innovation Hungry - We create and deliver new products, services and ways of working that delight our customers
Take risks and push what is possible
Look for improvement all the time
Do things in better ways
Ambitious & Competitive - We bring energy and passion to our work and always aim to beat the competition
Deliver best in class
Review our own performance and then improve it
Be lean and cost effective every time
One Company, Local Roots – We work across Vodafone to achieve the best outcome for customers, employees and shareholders
Value our differences and act inclusively
Make the best decision for Vodafone, not just for one part of the business Communicate and use best practice
Speed - We drive speed to market. We relentlessly prioritise and pursue the outcomes that matter to our business
Make RAPID business decisions
Deliver with urgency
Analyse fast, execute faster
Simplicity – We make things simple for our customers, partners and colleagues
Focus effort and stop ineffective activity
Communicate in a way that is easy to understand
Challenge complexity and provide simpler solutions
Trust - We are reliable and transparent to deal with. We deliver for others and trust others to do likewise
Do what you say you will do
Trust others to deliver
Support decisions once made, regardless of personal views
We are Ireland's leading total communications provider offering our customers a variety of solutions across mobile and fixed platforms. As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.
We’re at the forefront of innovation in Ireland. We make significant investments building and maintaining our networks and to date, we have invested nearly €1bn in our network investment programme. We continue to invest to enhance our network.
It’s not just our products and services which are innovative, our modern and innovative workspace in MountainView helps cultivate an environment of creativity and innovation through new ways of work. This has helped Vodafone make the Great Place to Work list in Ireland. All our employees are free to sit wherever they wish within our building. This inspires creativity and develops relationships which traditional style environments inhibit. You probably want to know more about new ways of working…Find out move via this link: http://www.vodafone.ie/jobs
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.
