What you’ll do
The Customer Care Lead provides expert knowledge to drive the delivery of customer services activities enabling exceptional customer service standards, in line with Vodafone�s policies and processes. The Customer Care Lead focusses on delivering activities that provide customer service solutions to callers in an efficient and professional manner, and drive customer loyalty, NPS and sales in line with Vodafone�s strategy. Typically reports to the Senior Customer Care Manager.
Who you are
* Identifies trends, suggests improvements and ensures the execution and delivery of defined KPIs (including NPS and sales targets) across the area of responsibility and aligned to the wider Vodafone strategy;
* Ensures customer issues/complaints are fully investigated, using available equipment and applications, and issues/incidents/problems are resolved efficiently within SLAs or customer expectations;
* Actively participates in activities and projects that improve the quality of services and helps to improve KPI achievement;
* Builds strong relations and works closely with internal stakeholders, collaborating with other departments to improve/change current procedures, in support of better customer experiences and provides feedback on existing products and services;
* Accepts feedback and suggestions to develop and improve customer experience in respect of call trends / drivers and identifying process improvements;
* Advises the Team Leaders in managing requests/issues/questions that have not been resolved at first contact;
* Uses best practice knowledge to provide thought leadership based on analysis of factual information to select appropriate course of action to resolve problems;
* Demonstrates good knowledge of Vodafone products and services, policies and systems in order to effectively manage customer expectations and resolve questions/issues/requests;
* Acts as an advocate of Vodafone, protecting the reputation by following Vodafone�s Brand Tone of Voice;
* May provide informal guidance to junior staff.
Not a perfect fit?
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.
Who we are
You may have already heard of Vodafone - We are a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that is Vodafone, Vodacom or _VOIS, you will feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can