Voice of Frontline Specialist
October 04, 2024
Location: Stoke on Trent + 4 days in office 1 day working from home
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week between Monday and Friday
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. 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.
Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
What you’ll do
As a key member of the Improvement team, the Voice of the Frontline Specialist advocates for our frontline teams, ensuring their concerns and feedback are addressed. You will engage with teams across Retail Stores, Contact Centres, and the Indirect Channel to understand and resolve challenges related to customer interactions, pain points, and process improvements.
• Act as the primary contact for frontline feedback within Commercial Operations, ensuring all feedback is processed according to agreed procedures and SLAs.
• Conduct workshops, support ‘Hothouse’ activities, and contribute to significant Operational Improvement projects as a subject matter expert on processes and systems.
• Monitor and manage the SOS Hub Voice of the Frontline feedback, ensuring timely responses and adherence to SLAs.
• Ensure changes are implemented through the Governance framework with appropriate approvals.
• Provide regular reports to the Operational Improvement Manager on key themes, analysis, issues, and outcomes from frontline feedback.
• Support key operational improvement projects impacting frontline teams.
Who you are
• Excellent communicator, capable of engaging with senior managers and stakeholders.
• Proven ability to work under high pressure and meet tight deadlines.
• Skilled in problem definition, data collection, fact-finding, and resolution.
• In-depth knowledge of information systems used in frontline environments, including performance monitoring and outage management.
Worried that you don’t meet all the desired criteria exactly? At Vodafone 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 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.
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