Enhanced Customer Specialist Advisor – 12 Months FTC
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Job Description
Enhanced Customer Specialist supporting Vodafone business customers with account, technical, and network queries. Resolving escalations and improving customer experiences in a home-based role.
Responsibilities:
- Act as a dedicated customer champion and ensure customer accounts run smoothly and efficiently
- Build strong relationships with customers and key stakeholders and understand individual customer needs
- Resolve customer queries via phone and email within agreed service levels
- Act as a trusted point of contact for escalations and complex account issues
- Provide clear communication and effective solutions
- Investigate and resolve account, technical, and network-related queries with Vodafone teams
- Support Account Managers and Service Managers in managing customer accounts efficiently and proactively
- Coordinate resources with colleagues and stakeholders to deliver customer outcomes
- Contribute to world-class customer service and exceed customer expectations
- Identify opportunities to improve the customer experience and support wider business initiatives
Requirements:
- Excellent communication skills and ability to build strong relationships with people at all levels
- Strong literacy and numerical skills
- Keen eye for detail and accuracy
- Customer service experience, ideally within the telecommunications industry
- Experience managing client relationships or supporting business customers is desirable but not essential
- Passion for continuous improvement
- Experience working on projects, initiatives, or process improvements
- Experience using Crystal or similar customer management systems is desirable but not essential; full training provided
- Ability to work Monday to Friday on shifts between 8am and 6pm
- Successful completion of background checks, including criminal (DBS) and financial checks
Benefits:
- Bonuses
- Up to 28 days off plus bank holidays
- Paid time for charity work
- Discounts
- Vouchers
- Pension plan
- Learning tools
- Parental leave policies
- Office in a Box home working kit
- Homebased working with occasional company gatherings during the year
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