At a Glance
- Tasks: Drive customer experience improvements and reduce complaints through innovative programme management.
- Company: Join VodafoneThree, a leader in connectivity and inclusivity.
- Benefits: Excellent salary, bonuses, up to 28 days off, and personalised benefits.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer satisfaction while working in a supportive environment.
- Qualifications: Experience in project management and strong communication skills required.
The predicted salary is between 35000 - 42000 £ per year.
This job is with VodafoneThree, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Location: Stoke-on-Trent + 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're creating more than the UK's best network. We're helping close the digital divide, empower communities and drive meaningful progress. We believe that everyone should feel they belong. 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. We're not just expanding connectivity; we're reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.
What you'll do
- Drive the delivery and governance of VodafoneThree's cross brand programme to reduce complaints, contacts and customer dissatisfaction.
- Design and run a clear governance framework for CX impacting initiatives, track progress against it, and work closely with senior stakeholders.
- Lead and shape the cross brand complaint and contact reduction programmes.
- Understand and interpret complex RCA (Root Cause Analysis) outputs.
- Own and govern the end to end programme plan, including milestones, risks, dependencies and escalation paths.
- Build and maintain a clear, insightful reporting suite covering programme activity.
- Drive alignment by coordinating prioritisation across CX Insight teams.
- Track and report progress against complaint reduction actions.
- Produce senior ready reporting and programme narratives.
- Ensure all actions are data driven, clearly defined and sized.
- Lead and manage benefit tracking and measurement frameworks.
- Continuously strengthen programme governance standards.
Who you are
- Strong experience in programme or project management, or large scale delivery governance.
- Confident driving cross functional delivery.
- Understanding of complaint drivers, CX metrics and root cause analysis.
- Strong organisational and programme management skills.
- Experience producing senior ready programme updates.
- Comfortable working collaboratively and influencing across multiple teams.
- Experience with benefit tracking or change measurement frameworks.
- Clear and confident communication skills.
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. You can personalise our benefits for you and your family.
Need to Know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, please refer to the Accessibility section of our Careers website for guidance.
During the interview, we want you to rely on your own knowledge and skills to show us who you really are.
VodafoneThree - CX Specialist employer: VodafoneThree
VodafoneThree is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Newbury. With a strong commitment to employee growth, we provide extensive training opportunities and personalized benefits, ensuring our team members thrive both professionally and personally. The hybrid work model enhances work-life balance, making VodafoneThree a rewarding place for those looking to make a meaningful impact in enterprise delivery transformation.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree - CX Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VodafoneThree. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like VodafoneThree before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VodafoneThree - CX Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to VodafoneThree:Your cover letter is your chance to shine! Tell us why you want to work at VodafoneThree specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at VodafoneThree!
How to prepare for a job interview at VodafoneThree
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
