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Customer Operations Manager - Dedicated

Location:   Bradford – This role will be based 4 days a week at the customer technical support site Bradford. The remaining days are either working from home as agreed or from a Vodafone site if practicable.

Salary:  Excellent Salary and Benefits  

Hours:   37.5 per week, Monday - Friday

Safety Notice: To ensure candidate and employee safety, we are continuing with our virtual hiring and onboarding processes until further notice. 

What will you be doing?

We have an exciting opportunity within our Business Care function working on one of our Major Customer Contracts. You will be working closely with the customer onsite to create strong, trusted relationships with the customer’s key contacts as well as creating good, structured communication channels with these same contacts within the incident management function.   You will also be key in supporting our service and operational incident management teams and our partners and obtain an intimate knowledge of our customer’s business as well as developing a mutual understanding of how each of our supporting partners help Vodafone deliver a world class service.  This is an existing role but gives the selected candidate the opportunity to create and develop a relationship that drives increased customer satisfaction and operational excellence through our incident management process to deliver the contracted services efficiently and effectively.

• Be the key point of contact for the customer into the Vodafone’s Services team and Vodafone partners if and when the core Incident process have not worked effectively;
• Ensure that Incident Management processes in support of the Services as contracted with Vodafone have been implemented and are being followed in accordance with industry best practice. 
• Work across Vodafone’s Services team and its partners to improve management of faults and activities in the support of the customer fault management
• Work across Vodafone teams to drive and resolve aged incidents.
• Facilitate the Monthly Operations review with the customer representatives
• Attend Customer monthly Service/Account Reviews
• The Customer Operations Manager is responsible for the Services provided by Vodafone to our customer at the operational level.
• Acting as single point of contact within Vodafone for all aspects of day to day service delivery and management of the Services;
• Liaison with technical management and support staff within the customer and Vodafone;
• Ensuring that Vodafone provides a high level of operational service and support;
• May own distinct operational tasks;
• Acts as point of escalation for Major Incidents;
• Monitors the ongoing quality and SLA compliance of the services via test, audit and other appropriate mechanisms;

Who are we looking for?

 â€¢    Knowledge and or experience in a day to day I.T. or Telecomms Operations Delivery environment required
•    Incident management experience and knowledge 
•    Strong communication skills with the ability to adapt to different audiences
•    The ability to identify process improvements 
•    Relationship management experience
•    Previous experience working in a similar role in telecoms or technical background
•    ITIL qualification or experience required

What’s in it for you?

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. We’re proud to provide a Reconnect programme with flexibility for individuals returning to work after a career break. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone. 

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. 

Posting End Date: 18th October

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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