Role Title: Fixed Quality Manager
Function: Networks
Department: Networks Quality UK
Reports To: Head of Networks Quality UK     
Location: Any UK Hub & Hybrid*

 

Hybrid*
At Vodafone UK 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, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
 

Who We Are
Join our Vodafone UK Networks team, where we’re continually building and enhancing our network, connecting millions of people and businesses across the country. Be part of the team that makes it all happen – simplifying, automating, and bringing better connectivity than ever before, with giga-fast speed, to our customers.

 

Role Profile: 
To play a role within the Networks Quality UK team leading Fixed Quality team and act as a SPOC for Fixed Quality UK. To establish Fixed governance processes with internal engineering teams to regularly address all Fixed issues and drive us towards the best Fixed customer experience in UK. To establish regular interlocks with stakeholders from UK customer facing teams. To grow this new UK Fixed Quality team and support development of its team members

 

Key Accountabilities:

Evaluate Customer Feedback, e.g. Fixed NPS surveys, and map drivers for customer dissatisfaction to network performance deficitsAnalyse customer care complaint calls and tickets with regards to systematic technical problemsFind pro-actively new sources of customer insight and feedback Understand market specific customer usage behaviour trends and conduct tool-based data analysis on customer usage and behaviour trends for predictive failure detection and quality improvementsPerform Fixed KPI Reporting and trend analysisDrive Network Probing, collection and analysis of network performance data from Fixed customer experience and satisfactionSupport the identification of priorities for technology improvement areas while taking an e2e view across all Technology domains (ENG/DEV/OPS)Track and report on progress of quality improvement activities in the market
 

Who You Are

Excellent analytical and organizational skills, analytical and systematic thinkingAbility to adapt quickly in a fast-changing environmentVery good communication and stakeholder management skillsGood knowledge of the protocols in the area of DOCSIS, IPv4, IPv6, DNS, DHCP, QoS and NATExperience and knowledge of the architecture of DSL and FTTPKnowledge of VoIP, SIP protocolNetwork management knowledge (SNMP, MIB)Good knowledge of the Wi-Fi environment

 

Must have Technical / Professional Qualifications: 

University honours degree (second class or better) in Telecommunication, Electrical or Electronic Engineering, Computer Science or equivalent industry experienceStrong Technical Expertise within Fixed Networks.

 

Worried that you don’t meet all the desired criteria exactly? 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?
This opportunity offers a competitive salary and there will be ongoing and relevant training to support you in role. You’ll also get to work with a fun, local team who are passionate about what they do, all with the support and backing of Vodafone to inspire you to be your very best! 
 

Together we can
Vodafone UK 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 let us know and we’ll be happy to discuss this with you.