At a Glance
- Tasks: Be a customer champion, resolving queries and delivering exceptional service from home.
- Company: Join VodafoneThree, an inclusive employer committed to connecting communities.
- Benefits: Enjoy competitive pay, bonuses, up to 28 days off, and personalised benefits.
- Other info: Full training provided; we value unique experiences and encourage diverse applicants.
- Why this job: Make a real impact while working with a supportive team in a dynamic environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 35005 £ 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: Home Based
Salary: Spot Rate 2 - £27,691
Working hours: Full Time - 37.5 Hours per week - Monday to Friday - Shifts between 8am and 6pm
Our homebased working means you'll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.
We're here to build a network the UK can count on - one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online - we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future's being built - today.
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. 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.
You'll join a team that genuinely cares - about each other, about our customers, and about the future we're building. From day one, you'll be welcomed, valued and encouraged to bring your whole self to work.
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.
You'll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you'll be helping to build a future that works better for everyone. We move at pace, because what we're building matters - and we're learning as we go. We're proud of the progress we've made, but we're just getting started.
Be part of our Business UK function, 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
- An Enhanced Customer Service Advisor acts as a dedicated customer champion, ensuring customer accounts run smoothly and efficiently.
- They build strong relationships with customers and key stakeholders, developing a deep understanding of individual needs to provide tailored support and exceptional service.
- Working closely with both internal and external partners, they take ownership of customer queries, proactively resolving issues and delivering a positive customer experience at every stage of the journey.
- You'll take ownership of customer relationships, delivering a seamless experience by resolving queries via phone and email within agreed service levels.
- You will act as a trusted point of contact for escalations and complex account issues, providing clear communication and effective solutions.
- You'll work closely with teams across Vodafone to investigate and resolve account, technical, and network-related queries.
- You'll support Account Managers and Service Managers to help ensure customer accounts are managed efficiently and proactively.
- You will build strong relationships with colleagues and stakeholders, coordinating resources to deliver the best possible outcomes for customers.
- As part of a high-performing team, you'll contribute to delivering world-class customer service and consistently exceeding customer expectations.
- You'll champion continuous improvement by identifying opportunities to enhance the customer experience and supporting wider business initiatives when needed.
Who you are
- You've got excellent communication skills, with the confidence to build strong relationships and engage effectively with people at all levels.
- You have strong literacy and numerical skills, alongside a keen eye for detail and accuracy.
- You've gained customer service experience, ideally within the telecommunications industry, and understand the importance of delivering a great customer experience.
- You may have experience managing client relationships or supporting business customers; while desirable, this isn't essential.
- You have a passion for continuous improvement and enjoy finding ways to enhance both the customer and colleague experience.
- You've worked on projects, initiatives, or process improvements, helping to drive engagement and positive outcomes.
- If you have experience using Crystal or similar customer management systems, that's great, but it's not essential as full training will be provided.
Worried that you don't meet all the desired criteria exactly? We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. 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 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, like discounts, vouchers, a pension plan and loads more.
- We help with your career through our amazing learning tools and top-notch parental leave policies.
Need to Know
We 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 for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.
During the interview, we want you to rely on your own knowledge and skills to show us who you really are - your personality, creativity, and abilities. Above all, we're looking for authenticity and can't wait to get to know the real you.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree - Dedicated Customer Service Advisor
✨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 - Dedicated Customer Service Advisor
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.
