Senior Manager - Customer Excellence

Location: London OR Newbury + *Hybrid Salary: Excellent basic salary plus bonus and Vodafone benefits Working Hours: Full or part time welcome *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 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. Be part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT). What you’ll do We have an exciting position for a Senior Manager – Customer Excellence to join our Business Solutions & Customer Operations team in UK Business. In this role you not only will be responsible for creating the blueprint for our entire customer journey for our B2B customers, but also transform the way we manage customer journeys creating a consistent methodology which drives customer satisfaction. Managing a team of up to 70 people you will create and implement a strategy for us to achieve our goal to be No 1 in Customer Experience and align our service and process improvement processes to drive customer satisfaction ensuring an effortless experience whenever and however our customers choose to contact us. Customer Experience Strategy : Develop and implement customer experience strategies aligned with Vodafone Business goals, working closely with appropriate stakeholders to identify opportunities for service improvement, efficiency, and customer-centric initiatives. Customer journey ownership : Responsible for measuring and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. Customer Insight : Collect and explore data both externally and internally to create actionable insight identifying customer behaviour, customer needs and then to measure Vodafone responsiveness. Demand Eradication : Implement effective systems and protocols for tracking, documenting, and addressing customer call and complaint drivers and drive process, people and system improvements to eradicate the requirements for customers to contact us or to complain Service Design and Delivery : Run an effective service design and delivery team maximising the capex investment we have in order to deliver clear customer outcomes in line with the customer journey blueprint and our business strategy Process Simplification : Lean out processes, remove manual activities and touchpoints, drive effortless experiences for our customers Who you are Customer Centricity – Promotes value of customer outcomes with team and peers and ensures work efforts achieve these. Anticipates customers’ needs and uses customer insight and steer to present targeted, integrated, and outcome-focused solutions and opportunities. Problem Solving – Takes action to implement the best solution, setting up and managing a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders. Stakeholder Management – Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views. Leadership – Proven background in running multiple and geographically dispersed teams in a matrixed organisation Strong Influencing skills to deliver the right outcome for our customers 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 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. #vodafoneuk #LI-Hybrid