Service Delivery Specialist

Vodafone Group; Stoke-on-Trent; Hybrid; GBP 30,000 - 60,000; Full time

Job description

Service Delivery Specialist

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

Hybrid
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.
• Driving regulatory compliance, focusing on delivering good customer outcomes and removing barriers that might hinder partner teams.
• Demonstrating strong stakeholder management and communication skills, ensuring alignment with departmental goals and objectives, and presenting to senior stakeholders across the business.
• Collaborating with enabler areas across the business to drive speed to resolution and improve customer and colleague experience.

Who you are

• You typically have a university degree or extensive practical knowledge gained through experience at a Contact Centre Manager level or above within a major IT, Telecoms, or Fixed Line Organisation.
• You possess strong communication, networking, and diplomacy skills to persuade and influence.
• You demonstrate drive and resilience, coping with pressure and bouncing back from setbacks while working in a fast-paced environment.
• You are creative and able to identify opportunities to improve the customer engagement process.
• You have a track record of influencing performance and driving results.

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, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.

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, 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 (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.