VodafoneThree - Service Executive Team Manager
Vodafone Stoke-On-Trent, England, United Kingdom
VodafoneThree - Service Executive Team Manager
Vodafone Stoke-On-Trent, England, United Kingdom
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Location: Stoke (*Hybrid)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday
* 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 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
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 whole self to work.
Why VodafoneThree
Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.
We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.
You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.
We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.
Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).
What You’ll Do
The Service Relationship Management team, part of Vodafone Business UK owns the in-life service relationship within nominated customer accounts.
The Service Executive team:
* Are accountable to clients for the operational areas of Vodafone including mobile, ‘fixed’, IoT and VCS.
* Own and report on Service Level Management (SLM).
* Create service management documentation in line with Service Relationship Management Essentials.
* Drive improvements in customer experience using appropriate processes and tools.
* Represent customers’ requirements and interests within Vodafone.
* Are key to increasing overall customer relationship satisfaction (rNPS).
* Support customers independently or as part of an enhanced service management model.
The Service Relationship Management community are crucial in creating and maintaining the right conditions to sell using the sales-service-solution partnership and protecting existing revenue and the Vodafone brand.
The Service Executive Team Managers role is to successfully lead and manage a team of Service Executives, ensuring that colleagues are supported, developed and can make the most of their careers at Vodafone. This role is a direct line management role responsible for colleagues within an I band Service Executive Practice, reporting into a Service Executive Lead. The role involves supporting Service Executive colleagues who manage a mix of Enhanced SLM deliverables, various propositions, and KPIs that align with our evolving proposition. This role is a hybrid position, requiring on-site presence and serving as a role model for hybrid ways of working.
The Service Executive Team Manager will also create and maintain a working environment that encourages connection and in-person collaboration for not only the Service Executives but also Sales colleagues in Vodafone Hub locations.
* Accountability for the delivery of end results of own work area within overall function plan.
* Accountable for existing and new KPI’s as we evolve our SLM propositions.
* Accountable for developing and maintaining an industry leading end-to-end service experience for their segment/practice.
* Accountable for delivery of contractual service deliverables, including service levels, reporting etc.
* Drive the performance of operational teams to support in-life service delivery.
* Maintain close engagement and partnership with the relevant internal stakeholder groups
* Drive continuous service improvement and service development, helping Service Executive colleagues to increase customer satisfaction and scores.
* Maintain contractual governance and commercial awareness.
* Contribute to the setting of strategic plans to help enhance and develop the practice, for the benefit of our I band community and customers.
* Create and manage the delivery of operational programmes.
Performance Dialogue
* Ensure a meaningful, and consistent, on-boarding experience for Service Executives joining the practice, and community.
* Establish individual team members’ goals aligned to the overall functional goals.
* Establish individual Development Goals using Grow your Impact and the skills and capabilities required of the role.
* Have regular, high quality one-to-one conversations with each team member as part of the Performance Dialogue process.
* Coach, guide and give feedback to individual team members in order to help them build on their strengths, improve and sustain their performance and develop their potential.
* Assess and manage performance and support a high-performance culture.
* Promote colleague recognition both locally and in line with our HouseRED scheme.
Organisational leadership
* Effective resource management – use data and facts to make decisions on resource allocation including time recording.
* Develop and coach members of your team and support their Development Goals.
* Ensure colleagues are adhering to best practice ensuring peer review of all outputs.
* Host engaging, and inclusive, team meetings and build a sense of community in their local office.
* Support the Service Relationship Management leadership team and promote the team in your interactions with other areas of the business.
* ‘Role model’ in approach, appearance and attitude.
Who You Are
Business Expertise
* Customer intimacy - understand customers’ business, strategy and market environment; objectives; ambition and challenges.
* Sound understanding of the underlying theories underpinning professional disciplines in the function – specifically, ITIL Service Management principles and best practice including risk identification and management.
* Commercial awareness and industry knowledge to contribute to the commercial objectives of the function (or part of the function).
* General business functions (including, Accounting, Finance, Legal, Marketing and Strategy).
* The procurement/pre-contract/sales cycle.
Leadership
* Capable of deputising for Service Relationship Lead.
* Owns management of escalations, through to resolution, internally and externally to Vodafone.
* Judgement based on analysis of factual and qualitative information in complicated or new situations.
* Resource optimisation through effective I band recruitment and strong performance management. Capable of driving service performance issues across the sector through the appropriate processes.
* Proactively engages stakeholders internally and externally to Vodafone.
* Capable of creating and leading virtual teams to resolve customer issues and drive service improvement. Identifies and manages the exposure to risk, positive or negative, which may have an impact on the achievement business objectives.
Communication
* Proficient in influencing and negotiating with stakeholders to a desired outcome.
* Strong communication skills to guide, influence and convince others (including customers, partners and third parties). Excellent external communication is required.
* Builds positive relationships at all levels.
* Tailors communication styles to appropriate audiences in keeping with the Vodafone Tone of Voice
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, 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 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.
#VodafoneThree #vodafoneuk
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Information Services, IT Services and IT Consulting, and Telecommunications
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