HBB Complex Advisor

Job Description

Location: Stoke-on-Trent Contact Centre - Office Based
Salary: £ 29,215 plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Sunday between the hours of 8am and 8pm



Where

You will be based in our newly refurbished Contact Centre in Stoke-on-Trent, which has been home to our sales teams for over ten years, and is equipped with spacious lounge areas, product and demo hubs, cafe area and so much more.



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 our Customer Service team and help us deliver an amazing experience for our customers. Earn their loyalty and trust by putting them at the forefront of everything we do.

What you’ll do

As an advisor for our Complex HBB team, you will be responsible for managing the most challenging and intricate customer queries within our HBB Activations operation.
In this fast-paced, customer-centric department, you will collaborate closely with external suppliers, taking full ownership to case manage and resolve all complex issues until they are fully resolved for our customers.
Your role will involve supporting our HBB customers with their complex queries through inbound and outbound calls, case management, and utilizing our supplier communication platforms to ensure a thorough resolution, via inbound and outbound channels.


To be successful in this role, you will:

• Provide Exceptional Customer Service: Ensure our HBB customers with complex queries receive the best experience possible.
• Manage Expectations: Use your communication skills to handle cases from start to finish.
• Resolve Queries: Handle complaints and provide feedback on issues affecting customer experience.
• Liaise with Suppliers: Use various communication platforms to update customers on their orders.
• Make Responsible Decisions: Balance customer needs with Vodafone's interests.
• Provide Feedback: Suggest improvements for processes, policies, and new product launches.
• Meet Service Levels: Keep customers updated until their issues are resolved.
• Stay Updated: Engage in regular learning and development on new products and processes.
• Adhere to Policies: Follow company and regulatory guidelines while managing calls and cases.

Who you are

In addition to the above, you should have:

• Experience in fixed line/broadband.
• The ability to manage complex situations and challenging customer scenarios.
• Strong multitasking skills and flexibility across different workstreams.
• A passion for delivering excellent customer service.
• Excellent written and verbal communication skills.
• Confidence in liaising with internal and external stakeholders.
• Problem-solving skills and effective complaint handling.
• The ability to handle objections effectively.

We’re looking for someone who:

• Has experience in customer service, ideally within an inbound/outbound team.
• Communicates clearly, professionally, and positively, both verbally and in writing.
• Is self-motivated, able to work independently, and manages time effectively, always prioritizing customer needs.
• Stays calm under pressure.
• Demonstrates a strong customer focus.

If this sounds like you, we’d love to hear from you!


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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