Location: Central Birmingham - On Customer Site
Salary: £30,384 + 5% annual bonus
Working hours: Full time 37.5 hours per week – Monday to Friday
Duration: Permanent
NPPV Level 3 Security Clearance
What You’ll Do
In this role, you will:
* Be the go-to expert for all day‑to‑day account activities, from processing orders to handling calls, emails, and queries with speed and accuracy
* Provide expert advice on technical, network, and billing queries, resolving issues efficiently and confidently
* Build strong, trusted relationships with customers, end users, and internal teams as their first point of contact
* Partner with Credit Control to help resolve billing concerns like outstanding debt and late payments
* Create and quality‑check management information (MI) and billing reports, delivering insightful analysis and regular reporting packs
* Attend and contribute to customer meetings, identifying opportunities for improvement and cost savings
* Support end users with device and tariff advice, helping them choose the right products and services
* Manage device inventory, ensuring accurate tracking, storage, and distribution through audit logs
* Guide users through porting and migration to the Vodafone network, ensuring a smooth transition
* Deliver tailored, high‑touch support for VIP users to ensure an exceptional experience
* Share your knowledge by supporting and training cover advisors to maintain consistent service standards
* Collaborate with Vodafone teams to resolve queries and continuously improve on‑site efficiency
Who You Are
* A strong relationship builder who can engage confidently with both internal and external stakeholders
* Someone with proven customer service experience and a passion for delivering outstanding support
* A self‑motivated individual who can manage their time effectively and consistently deliver high‑quality service
* Confident using systems and tools, with excellent keyboard and administrative skills
* An interest in mobile technology, devices, and tariffs, with a willingness to stay informed and share knowledge
* A proactive problem solver who enjoys taking ownership and driving issues through to resolution
* A team player who is collaborative, supportive, and eager to contribute to a positive, customer‑focused environment
* Someone who thrives in a fast‑paced, on‑site role and enjoys being at the centre of the customer experience
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 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 the regulator’s 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/reasonable-adjustments/) 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.
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