Overview
VodafoneThree - Converged Service Desk Advisor. Location: Homebased. Working hours: 37.5 hours per week – Monday to Friday – 9am – 5pm. Salary: £29,215 plus bonus and Vodafone benefits.
Our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
What You’ll Do
* Answer calls in a professional manner and in a timely fashion, logging details of the customer incident – ensuring that accurate and complete information is obtained.
* Draw on your proven customer services experience to identify the needs of business customers from various sectors including retail, banking and public service.
* Use refined communication and interpersonal skills to manage customers’ expectations.
* Resolve incidents where possible or assign them to appropriate incident resolving teams.
* Convey complex updates in simple terms for focused incident managers who expect ownership of their needs.
* Own and drive incident resolution with various 3rd parties or internal resolving teams, invoking escalation when required.
* Coordinate incidents across Vodafone fixed line products or multiple 2nd line groups to provide a consolidated response for the customer.
Who You Are
* Experience with customer relationship management.
* Proven ability to communicate clearly with both technical and non-technical stakeholders.
* Good analytical skills.
* Continuously seeks opportunities to improve service delivery and customer satisfaction.
* Basic knowledge of IP networking, switching and routing (Cisco products).
Worried that you don’t meet all the desired criteria exactly? 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. 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 learning tools and 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 regulatory standards. If you require any reasonable adjustments or have an accessibility request, 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. During the interview, rely on your own knowledge and skills to show who you really are—your personality, creativity, and abilities. We’re looking for authenticity and can’t wait to get to know the real you.
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