Consumer Operations Support Specialist - Telesales & Retentions

Job Description

Why work for us

At Vodafone, we’re working hard to build a better future, a more connected, more inclusive and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow.

We are building Ireland’s Gigabit Society, transforming how customers connect, work and live. By joining Vodafone, you’ll be part of a diverse, inclusive and future focused organisation where innovation, learning and personal growth are actively encouraged.

Role Purpose

The Consumer Operations Support Specialist plays a key role within the Commercial Operations (COPs) team, supporting the delivery of outstanding customer experience and strong commercial outcomes across our outsourced Telesales and Retentions operation.

Working closely with the Care and Telesales Manager, Shared Services Partners and internal stakeholders, you will support the day to day operational, customer and commercial performance of Telesales and Retentions activities. This includes new sales, retention, upsell and value add activities, ensuring customers receive a high quality, compliant and effective experience at every interaction.

You will use data, operational insight and strong partnership management to help drive performance against key CX, operational and commercial KPIs, while supporting continuous improvement initiatives across people, process and technology.

Essence of the Role – Key Accountabilities

As Consumer Operations Support Specialist, you will:

Operational & Commercial Performance

• Support the delivery of telesales and retention performance across customer experience, operational efficiency and commercial targets.

• Track, analyse and share performance insights across key measures, including:

• Customer Experience: TNPS, Complaints

• Operational Performance: Retention rates, conversion rates, cancellation rates, QA and compliance

• Commercial Performance: Revenue, upsell, product penetration, cost to acquire and cost to retain

• Identify risks, opportunities and trends, escalating where required and supporting corrective actions.

Partner & Stakeholder Management

• Work closely with Shared Services Partners and Third Party Service Providers to support delivery against agreed KPIs, SLAs and contractual obligations.

• Support governance through preparation for performance, service delivery and commercial review forums.

• Build effective working relationships with internal stakeholders across Commercial, Care, Digital, CVM, IT and Compliance teams.

Sales Through Service & Retention Effectiveness

• Support sales through service activity across Assisted & Care channels, ensuring interactions are effectively leveraged to increase value.

• Help embed best practice sales and retention approaches across the operation through insight and performance feedback.

Quality,Compliance & Customer Protection

• Support adherence to all regulatory, internal and customer protection standards across telesales and retention activities

• Monitor quality outcomes and contribute to actions that improve customer outcomes and agent performance.

Strategy Delivery & Continuous Improvement

• Support the operationalisation of Care, Telesales and Retention strategies.

• Translate strategic priorities into operational actions, supporting plans, initiatives and pilots.

• Champion new ways of working, including lean, agile and technology enabled improvements that enhance both customer and agent experience.

Team & Culture

• Act as a positive role model, contributing to a high performance and customer centric culture.

• Support coaching, performance improvement activity and strong ways of working with internal teams and partners.
  

We Are Looking For You, If You Have

Essential

• Experience working within a telesales, retention or assisted sales environment,ideally within an outsourced or shared services model.
• A strong understanding of sales, retention and customer experience drivers.
• Commercial mindset with the ability to analyse performance data and identify actionable insights.
• Experience working with third party partners or external suppliers.
• Strong stakeholder management and communication skills, with the ability to influence and collaborate across teams.
• A proactive, results driven approach with strong problem solving skills.

Desirable

• Experience supporting performance governance or operational reviews.
• Exposure to cost-to-acquire / cost to retain measures.
• Experience working in a regulated or highly customer focused environment.
• Interest in digital sales, transformation or new channel optimisation.

Who We Are

Vodafone is Ireland’s leading total communications provider, offering mobile, broadband, TV and fixed-line services that make a real difference in people’s lives and communities. As part of Vodafone Group, we are part of one of the world’s largest mobile communities, with a presence across all five continents.

Our purpose is to connect for a better future, and our people are at the heart of everything we do.We value diversity, flexible working and creating an environment where everyone can thrive and reach their potential.

What’s in It for You

When you join Vodafone, you can expect:

• Competitive salary
• Flexible working (time and location)
• Generous employer pension contribution
• Free phone bill and device discounts
• Learning & Development and access to Vodafone University
• Family and Friends discounts on Vodafone products
• 23 days annual leave plus 3 charity days and a day off for your birthday
• Access to our wellness centre and gym
• A supportive, inclusive and progressive workplace