LEAD - CUSTOMER SUCCESS MANAGEMENT-SENIOR MANAGER

Role Purpose To Lead a team of Client Service Support/Service Management executives and is responsible for Delivering the best possible service experience for customers.
Focus is placed on improving customer satisfaction and is underpinned by creating and maintaining quality documentation and delivering outputs as per Vodafone’s contractual commitments Handle Customer escalations Managed Debt & Credit performance of the accounts Ensure timely delivery of Customer Reports Ensure that Customer Reviews and Service Improvements are driven Key accountabilities (Role Description) People Management of all direct reports Own team’s BAU activities Manage and resolve customer escalations Deliver team KPIs as per requirements Drive customer satisfaction  whilst  delivering the best possible service experience across Vodafone Support customers by directing them towards Vodafone’s support model and any associated systems/processes Manage Aged Debt & Credit performance whilst driving improvements to achieve long term reduction in both and also manage Service Credits Adept at working with senior stakeholders Own and maintain Service Inventories & any customer information used across the business Provide support to the wider service  community as and when required to meet customers deadlines Manage Service Reviews with customers Oversee continuous Service Improvement process Ownership and management of Customer Satisfaction Survey process Ensure that customer reports are delivered by the team on time Recording and management of customer dissatisfaction / complaints     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 hybrid 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.
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.