Webchat Care Operations Manager, home based, United Kingdom
Client: Vodafone
Location: United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 5fcc93bf22fa
Job Views: 11
Posted: 26.04.2025
Expiry Date: 10.06.2025
Job Description:
Webchat Care Operations Manager
12-month Fixed Term
Location: Homebased working
Working hours: Full-time hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits
At Vodafone UK, our home-based 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 connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
Who We Are
At Vodafone UK, diversity isn’t just a buzzword; it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Be a part of Vodafone UK Consumer team where creating and developing products, services, and propositions is at the forefront. From the way we interact with our customers to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
What you’ll do
* Oversee the entire operation for our Care customers via chat, managing a team of over 500 agents, including teams from our Offshore Outsource Partners.
* Collaborate with the Head of Consumer Sales & Care to implement strategy, ensuring incremental sales volumes through exceptional service and customer experience.
* Lead change programs and projects to streamline and consolidate our estate.
* Manage relationships with our offshore partners to ensure they meet rigorous standards.
* Provide insights on FCR improvements and process simplification to the Sales and Retail estate.
* Build a positive culture, boost engagement, and promote career growth within the department.
Who you are
• Experience managing large teams across different locations.
• Experience in a customer-centric environment with the ability to lead sales through service.
• Proven problem-solving skills and decision-making confidence.
• Strong communication, networking, and diplomacy skills.
• Self-motivated with effective time management skills to balance customer, employee, and business needs.
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