VodafoneThree - VIP Adviser

Job Description

Job Details

Location: Stoke on Trent + Hybrid working
Working hours: Full time 37.5 hours per week – Monday to Sunday 8am – 8pm

Salary: £29,215 plus bonus and Vodafone benefits

Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 3 days each week, for at least 12 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Join Us

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

What you’ll do

You will be voice of Vodafone’s VIP Team, handling a select group of high-profile customers to ensure that the Vodafone brand name and reputation is protected.

• Your goal will be to provide a great customer experience regardless of the means of communication, with solutions to the customers’ needs through service and sales
• You’ll be working inbound/outbound calls, social media queues, live chat and high priority emails, along with completing other administrative account management tasks
• This is a great opportunity to progress within Vodafone, further enhance knowledge and develop new skills and network with other departments from all round the business

Who you are

• Able to proactively case handle and take full ownership of queries, on an end-to-end journey process and fully implementing the TRUST in US framework
• Have the ability to deal with challenging customer scenarios and demonstrate resilience in the face of this challenge
• Previous experience of customer service or sales - Be able to identify customer’s needs and exceed them through the extraordinary level of service
• Have exceptional time management to balance core working roles, alongside side projects
• Confident when communicating with other departments and stakeholders
• Adaptability to work as part of a team, and confidence to solo when required

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

We 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-us/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.