Team Leader - Vodacom Business CARE Service Management

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Role purpose:

Leads the day-to-day service management activities for Vodacom Business CARE, ensuring customer requests are handled accurately and on time. The role coordinates the end-to-end processing of corporate customer account changes (including renewals, cancellations, migrations and value-added services), drives reconciliation of account discrepancies, and works closely with sales, finance and customer support teams to improve customer outcomes, reduce revenue leakage and maintain accurate billing records.

Key Accountabilities:

• Plan and coordinate the team’s daily work queue to ensure timely completion of customer account changes (renewals, cancellations, migrations and value-added services) in line with agreed service levels;
• Provide guidance and quality checks to ensure requests are processed accurately, customer communication is clear, and rework is reduced;
• Lead investigation and resolution of billing and account discrepancies, coordinating with Finance, Sales, IT and Customer Care to prevent repeat issues and reduce revenue leakage;
• Monitor performance against customer experience and operational metrics; identify trends, prioritise improvements and implement process changes to increase first-time-right delivery;
• Coach and support team members through day-to-day problem solving, knowledge sharing and continuous improvement, role-modelling Vodafone Spirit behaviours.

What we are looking in you:

• Bachelor’s degree in Business Administration, Accounting, Finance, Management, or a related field (or equivalent practical experience);
• Fluent in English and Portuguese (spoken and written);
• Experience in customer operations/service management, including process mapping, continuous improvement and quality control in a high-volume environment;
• Good working knowledge of corporate telecoms service fulfilment and assurance processes, including account changes, order handling and billing principles;
• Strong analytical skills to investigate account discrepancies, identify root causes and drive preventative actions, using data to prioritise;
• Service leadership: ability to plan work, manage competing priorities, and deliver against service levels with consistent quality control;
• Clear communication and stakeholder management (Sales, Finance, IT, Customer Care) to align on outcomes, manage expectations and resolve issues;
• People skills: coaching, constructive feedback, resilience under pressure,and a customer-first mindset aligned to Vodafone Spirit behaviours.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

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, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.