Location: Farnborough (onsite)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full Time (Mon-Fri 37.5 hours per week)

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives. 

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.

Join Vodafone Business Security Enhanced (VBSE) for Vodafone UK and support in providing world-class Secure Solutions for our Enterprise clients.

What you’ll do  

The Service Management team, part of the UK Enterprise Major Business Vodafone Business Security Enhanced (VBSE) function, own the service relationship within nominated customer accounts. Ultimately the Service Management community are crucial in creating and maintaining the right conditions to sell using the sales-service-solution partnership and protecting existing revenue and the Vodafone brand.

Service Executives are aligned to key named Public Sector clients and are accountable for the end-to-end service experience for those customers, this role is specifically to assist the Service Manager on reporting requirements these clients

• Maintain existing Customer revenue and  understand the impact of churn events..
• Drive continuous service improvement and service development , increasing customer satisfaction and Net Promotor Scores (NPS)
• Accountable for maintaining an industry leading end-to-end service experience for aligned customer(s)
• Accountable for delivery of customer’s contractual service deliverables, including service levels, reporting etc
• Driving the performance of operational teams to support in-life service delivery to customer.
• Owns the relationship with key customer stakeholders for in-life service.
• Maintain close engagement with associated sales teams.
• When required take real time responsibility for service escalations or major customer incidents

Who you are   

• Customer intimacy: demonstrates an insight into the customer’s way of thinking.  Able to articulate the customer’s perspective in a straightforward way.
• Ability to build positive relationships internally and externally.
• Practical level of influencing and negotiation skills to drive continual service improvement and resolve issues.
• Capable of managing escalation both internally and externally where service has not met expectations
• Embraces a Continual Service Improvement culture
• Ability to carry out trend analysis of key data metrics to identify and address service performance issues.

Security Clearance: This position requires the person to hold or to be eligible to undergo UK Developed Vetting (DV) clearance.

What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies. 

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 refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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