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- Tasks: Lead a team of Service Executives to enhance customer satisfaction and service delivery.
- Company: Join VodafoneThree, a leader in connectivity and digital innovation in the UK.
- Benefits: Enjoy hybrid working, competitive salary, bonuses, and up to 28 days off plus bank holidays.
- Why this job: Be part of a team that values diversity, collaboration, and making a real impact on communities.
- Qualifications: Strong communication skills and a passion for customer service are essential; experience in ITIL is a plus.
- Other info: Embrace a culture of inclusion and personal growth with tailored career development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Location: Stoke (*Hybrid)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday
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, for at least 8 days per month.
Who We Are
We’re here to build a network the UK can count on – one that connects people, places and potential. We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.
Why VodafoneThree
Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last. You’ll work on real challenges, with real impact, across every corner of the country.
What You’ll Do
- The Service Relationship Management team owns the in-life service relationship within nominated customer accounts.
- The Service Executive team is accountable to clients for the operational areas of Vodafone including mobile, fixed, IoT and VCS.
- Drive improvements in customer experience using appropriate processes and tools.
- Support customers independently or as part of an enhanced service management model.
- The Service Executive Team Manager will lead and manage a team of Service Executives, ensuring that colleagues are supported, developed and can make the most of their careers at Vodafone.
- Accountable for existing and new KPIs as we evolve our SLM propositions.
- Drive continuous service improvement and service development, helping Service Executive colleagues to increase customer satisfaction and scores.
Performance Dialogue
- Ensure a meaningful, and consistent, on-boarding experience for Service Executives joining the practice.
- Establish individual team members’ goals aligned to the overall functional goals.
- Coach, guide and give feedback to individual team members in order to help them build on their strengths.
Who You Are
- Customer intimacy - understand customers’ business, strategy and market environment.
- Sound understanding of ITIL Service Management principles and best practice.
- Capable of deputising for Service Relationship Lead.
- Strong communication skills to guide, influence and convince others.
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.
Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks.
VodafoneThree - Service Executive Team Manager employer: Vodafone
Contact Detail:
Vodafone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land VodafoneThree - Service Executive Team Manager
✨Tip Number 1
Familiarise yourself with Vodafone's core values and mission. Understanding their commitment to connectivity and community will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Network with current or former employees on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Service Executive Team Manager role.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer satisfaction and service improvements in previous roles. Highlighting your experience with ITIL Service Management principles will demonstrate your expertise in the field.
✨Tip Number 4
Showcase your leadership skills by preparing to discuss how you've successfully managed teams in the past. Be ready to share strategies you've used to motivate and develop team members, as this is crucial for the Service Executive Team Manager position.
We think you need these skills to ace VodafoneThree - Service Executive Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Executive Team Manager role. Focus on leadership, customer relationship management, and any experience with ITIL Service Management principles.
Craft a Compelling Cover Letter: In your cover letter, express your passion for VodafoneThree's mission and how your background makes you a great fit for the team. Mention specific examples of how you've driven customer satisfaction and improved service delivery in previous roles.
Showcase Leadership Skills: Emphasise your leadership experience in managing teams and driving performance. Provide examples of how you've supported team members' development and fostered a collaborative work environment.
Highlight Communication Abilities: Demonstrate your strong communication skills by detailing experiences where you've influenced stakeholders or resolved conflicts. Tailor your language to reflect Vodafone's tone of voice, showing that you understand their culture.
How to prepare for a job interview at Vodafone
✨Understand Vodafone's Values
Before your interview, take some time to research Vodafone's core values and mission. This will help you align your answers with what the company stands for, showing that you're not just a good fit for the role but also for the company culture.
✨Prepare for Scenario-Based Questions
As a Service Executive Team Manager, you'll likely face scenario-based questions that assess your problem-solving and leadership skills. Think of examples from your past experiences where you've successfully managed a team or resolved a customer issue, and be ready to discuss them in detail.
✨Showcase Your Communication Skills
Effective communication is key in this role. During the interview, demonstrate your ability to communicate clearly and persuasively. Use examples to illustrate how you've influenced stakeholders or resolved conflicts in the past.
✨Ask Insightful Questions
At the end of the interview, be prepared to ask thoughtful questions about the team dynamics, performance metrics, and future projects. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.
