Overview
Be part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference.
As an advisor for our Complex HBB (Home Broadband) team you will handle the most difficult and complex customer queries across our Early Life Care operation. You will work in a fast-paced, customer focused department, working closely with external suppliers taking ownership to case manage and resolve all complex queries to point of resolution for our customers.
Responsibilities
* You will provide an exceptional level of customer service to ensure our HBB customers with complex queries receive the best customer experience possible.
* You will provide excellent care and support via inbound and outbound channels to our HBB customers with complex queries.
* You will manage customer and colleague expectations through excellent communication skills and case management through to resolution.
* You will be responsible for resolving customer queries, including complaint handling and feedback any issues which negatively influence our customer experience.
* Represent the business and act as a brand ambassador.
* You will liaise with external broadband suppliers utilising different communication platforms to update HBB complex customers with relevant updates on orders.
* You will be able to handle inbound, outbound voice calls and case management through to customer resolution.
* You will have the ability to manage complex situations and challenging customer scenarios demonstrating resilience in the face of this challenge.
* You will showcase the ability to multitask and flex between workstreams ensuring that you use the tools and systems available to you to provide excellent customer service every time.
* You will be passionate about customer experience.
* You will possess clear, professional and positive verbal and written communication skills.
* You will preferably have previous experience within fixed line/broadband organisations.
* Working Hours: Full time 37.5 hours per week - Monday to Sunday - 8 hour shifts between 8am - 8pm
Who We Are
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, We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. 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 care about our people's success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.
Need to Know
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 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. During the interview, we want you to rely on your own knowledge and skills to show us who you really are-your personality, creativity, and abilities. Above all, we're looking for authenticity and can\'t wait to get to know the real you. #VodafoneThree #LI-Hybrid
Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.
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