Location: Hybrid – Stoke office 2 days per weekSalary: Excellent basic salary plus bonus and Vodafone benefitsWorking Hours: Full time hours per week – Mon to FriAt Vodafone UK we believe that through collaboration and connection 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.
Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.
Who We AreAt 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 a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront.
From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.What you'll do The Customer Experience Squads sit within the E2E CX team, with a key focus of improving customer experience by reducing complaint volume and delivering change to in-life journeys.
Working within the squad, you will have a focus of a sub set of complaint areas, as determined by the Complaints Reduction Programme, with a focus to deliver cost and customer experience improvement to the business and improve processes using your operational knowledge and process and continuous improvement techniques.
Digging Deep: You'll figure out why customers are having issues and what's causing them to reach out or complain.Making Things Better: You'll design and put into action process improvements that actually show results.Managing Improvements: You'll handle a list of customer experience improvements based on data from the Complaints Dashboard App and BI dashboards.Reporting and Governance: You'll present your findings and complete actions based on the Complaints Operating Model.Tracking Success: You'll keep an eye on how well your improvement projects are doing.Who you areOperational Savvy: You know the ins and outs of frontline and business systems and processes.Influencer: You can engage and influence people up to the Senior Manager level.Improvement Guru: You've got experience in delivering business improvement initiatives.Methodology Pro: You're familiar with Agile, Six Sigma, and Lean.Analytical Thinker: You can conduct root cause analysis and follow team methodologies.