Service Desk Adviser
Employer: VodafoneThree
Location: Homebased Working
Working hours: Full time 37.5 hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits
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You’ll be dedicated to delivering world-class customer service by taking full ownership of customer incidents and driving them to resolution within our strict service level agreements. Our business is built on providing outstanding experiences for our customers. When technical issues arise, the Converged Service Desk Advisers are ready to step in, offering expert support and guidance to ensure every problem is resolved quickly and effectively.
You will respond promptly and professionally to customer queries across calls, emails, and webchats, while calmly understanding their needs and drawing on your proven customer service experience.
You will log incident details accurately, ensuring all necessary information is captured for quick resolution.
You will manage expectations with excellent communication and interpersonal skills, keeping customers informed every step of the way.
You will simplify complex updates into easy-to-understand terms, making sure customers feel informed and confident.
You will resolve customer incidents wherever possible or assign them to the appropriate resolution teams when needed.
Who you are
You are confident in building and maintaining strong, positive relationships with customers by understanding their needs, providing tailored solutions, and ensuring a seamless experience throughout every interaction.
You have the ability to communicate clearly and confidently across multiple channels, adapting your style to suit different audiences.
You can bring fresh ideas and creative problem-solving to the table, continuously seeking ways to improve processes, enhance customer experience, and deliver smarter solutions.
You will be able to manage a diverse range of products and services across multiple channels within the Fixed, Converged, and IoT space, ensuring consistency, accuracy, and exceptional service delivery.
You possess the ability to assess situations quickly and accurately, using data and insights to identify root causes, resolve issues efficiently, and make informed decisions that benefit both the customer and the business.
Worried that you don’t meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What we offer
We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.
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