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
What you’ll do
* 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
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.
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