CUSTOMER OPERATIONS SPECIALIST

What you’ll do   The Customer Operations Specialist (COS) drives the Customer Services organization to deliver a first class, pre-emptive service for their specific customer.
The role builds a strong relationship with the customer (all levels) and the Customer Service operational teams.
The COS works within an ITIL framework to identify and implement remedial activities impacting customer service and drives service improvements.
The COS works collaboratively with the Service Management team to assist with the management of the customer’s service level expectations in line with Operational and Contract requirements to deliver a consistent performance reflective of the products and services purchased from Vodafone.
Success measures include but not exhausted Restored in SLA performance, Availability, Business process changes, Major Incident volumes, staged Metrics, and MTTR.
The COS is the key point of contact for all operational activity into the Customer Service organization including all ITIL aligned functions.
The COS will also facilitate and manage into BAU process the effective engagement for the customer with Vodafone Sales, Delivery and Billing teams.
Key accountabilities    To complement BAU processes by acting as a Customer subject matter expert to aid problem solving and overcome prolonged customer events using ISO guidelines Build Strategic relationships internally and externally to Gain customer trust in all aspects of all operational support and delivery.
Act as the ‘Face of Vodafone’ during events that impact our customers with the aim of facilitating discussions between internal parties and the customer contact point, through to resolution To work alongside the Service & Account Management functions to constantly evolve the account development plans, with the aim of providing our customers with the services they need whilst gaining commercial growth for Vodafone.
Act as the ‘Face of Vodafone’ during events that impact our customers with the aim of facilitating discussions between internal parties and the customer contact point, through to resolution To work alongside the Service & Account Management functions to constantly evolve the account development plans, with the aim of providing our customers with the services they need whilst gaining commercial growth for Vodafone.
Who you are   Excellent interpersonal, organizational and negotiation skills.
Ability to build and maintain good working relationships across internal teams and wider business group.
Solid understanding of customer system process flows and able to work to capture key pain points for the customer.
Evidence of a being a self-starter and have the ability to work under pressure Telecommunications and IT service models and their practical application  ITIL Foundation level qualified Business processes design and documentation Experience in escalation of incidents to, and in driving incident resolution with, technology vendors Broad experience of continuous process, System and Capability improvements Preferably A-Level or Degree educated or equivalent Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone 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's in it for you We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you.
There are lots of ways we support this, including remote working and generous parental leave.
You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Yearly bonus.
10% Annual leave.
28 days + bank holidays + the opportunity to buy/sell/carry over 5 days/year Charity days.
5 days/year Maternity leave.
52 weeks, the first 13 weeks are fully paid, followed by 26 weeks of half pay Private pension.
You can contribute up to 5% of your basic pay with 2.
matching from Vodafone up to 10% Access to.
private medical, private dental, free health assessments, share save scheme Additional discounts.
Vodafone retail, gym, cinema, cycle to work, season ticket loan Remote working     Who we are You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa.
But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation.
We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.
We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.
Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.