Customer Service Advisor

Location: Homebased Working
Salary:  £25,358 plus 5% local bonus
Working Hours: Full time 37.5 hours per week – Monday - Sunday 07.00 - 19.00

Homebased
At Vodafone UK our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Join us at the heart of Vodafone UK in Corporate, one of the central support functions that underpin our business and keep us moving forward. We provide centralised support, expertise and guidance across our UK and Group operations, continuing to build on our success and trailblazing the way to our next stage of digital growth.

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.

Role Overview:

As a Customer Service Advisor, you will be responsible for ensuring the smooth operation of customer accounts and delivering exceptional customer service to our corporate clients.

You will communicate with our customers via internal calls or by Webchat

What you’ll do 

Key Responsibilities:
•    Manage customer relationships by efficiently handling and resolving calls, live chats, and emails.
•    Collaborate with various departments within Vodafone Business Care and the wider group to address account queries.
•    Support Corporate Account and Service Managers to ensure seamless account management.
•    Address technical and international network-related queries by liaising with Vodafone and the wider group.
•    Work as part of a team to deliver world-class customer service with a focus on First Contact Resolution.
•    Advocate for and guide customers towards self-service opportunities.

Who you are 

•    Proficient in handling inbound and outbound calls, emails, and live chats, always prioritizing customer interests.
•    Skilled in resolving a wide range of customer queries with a high rate of First Contact Resolution.
•    Accurate in reporting information on customer accounts.
•    Capable of capturing reasons for calls through wrap-up calls.
•    Committed to providing customers with accurate and timely information to help them make the most of our services.

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.

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