Customer Experience Improvement Manager

Customer Experience Improvement Manager

Location: Hybrid – London based, The Speechmark office 2 days per week
Working hours: Full time 37.5 hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits

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.

Who We Are

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 a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront.

What you’ll do

• You will use the metrics to partner with our Operational Colleagues, providing actionable insight to improve experience.
• You will own the complaints dashboards and deliver innovative solutions to frontline to improve customer experience.
• You will be accountable for Mystery Shopping programme, strategic direction, budget management and performance of external supplier.
• You will be responsible for and leadership of the Agent Error Complaints Workstream, identifying thematic opportunities to reduce agent error through system, process improvement or training opportunities.
• You will be accountable for the Complaints Dashboard and management of offshore VOIS team (18 FTE) who triage complaints through the dashboard.
• You will develop and innovate tools via PowerApps to drive improvements to frontline and customer experience.

Who you are

• You will have customer experience and continuous improvement experience.
• You will have strong communication skills with an ability to engage up to senior level.
• You will have the ability to review, interpret and draw conclusions from multiple data sources.
• You will have experience managing direct reports.
• You will have project and Programme Management experience.

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.

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, please refer to the Accessibility section of our Careers website for guidance.