Service Delivery Specialist

Location: Stoke / Hybrid – Twice per week on site working
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: 37.5 hours weekly - Monday to Sunday 8-8 (365 days per year)

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. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

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.

What you’ll do
In this role, you will support the delivery of exceptional customer experiences across multiple teams, driving our ambition to be #1 for Customer and excel in our OFCOM results. You will maintain effective working relationships with the operation, key stakeholders, partners, and senior management, focusing on supporting the delivery of KPIs through effective collaboration. You will embrace, lead, and manage change within the department, working with service partners to drive efficient customer resolutions, remove barriers, and promote continuous improvement and performance across the business area, embodying the Vodafone Spirit.

Key responsibilities include:

• Ensuring consistent resource delivery, efficiency, and optimization across the campaign.
• Delivering all control and compliance metrics across in-house and multiple partners, including mandatory learning and FCA requirements.
• Using data to generate insights, actions, and improved customer outcomes across the campaign, fostering a performance-driven culture.
• Attending key meetings to represent operations and customers, enhancing employee experience and resolving broken customer journeys.
• Demonstrating strong stakeholder management and communication skills, ensuring alignment with departmental goals and objectives, and presenting to senior stakeholders across the business.
• Driving regulatory compliance, focusing on delivering good customer outcomes and removing barriers that might hinder partner teams.
• Collaborating with enabler areas across the business to drive speed to resolution and improve customer and colleague experience.