Job description
Location: Home based (Full time remote)
Salary- £26,126 pa Plus OTE £3000 pa
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?
You’ll be the voice of Vodafone protecting our reputation online as you respond to customer queries on our Facebook, Twitter and social media pages. It’s a fast-paced role in a team that operates 24/7, taking ownership of complaints, investigating problems and proactively solving queries. As well as responding online, you will often need to take inbound calls and make outbound calls to customers to resolve issues. Ready to take inbound calls supporting our new VIP overflow line where you will be speaking with some of our most important high profile Vodafone customers.
Who are we looking for?
Excellent listening skills and communication skills whether written or verbal- Keen attention to detail including a very high standard of spelling, punctuation and grammar
- Competent in dealing with both inbound and outbound voice calls, supporting key Vodafone VIP clients
- Motivated, engaging and able to work under pressure whilst maintain a positive attitude
- Be an advocate of Vodafone, protecting its reputation and follow our Code of Conduct
- Previous experience of complaints handling
- Ability to deal with challenging customer scenarios and demonstrate resilience in the face of this challenge
- Being adaptable to change and working in a fast-paced environment
- Previous experience of dealing with multiple customer query types and systems such as HBB technical expertise, networks, billing and account management
- Confident when communicating with other departments and stakeholders
- Undertake regular learning and development and align with company and FCA requirements
Remote working requirements:
In order to be successful in this home based role there are some minimum requirements that you would need to commit to:
- Reliable internet connectivity. A LAN cable is preferable but not essential providing your internet meets the below minimum speeds: Min Download speed –10Mbps, Min Upload Speed –5Mbps
- Able to work in a private and distraction free space that must have a door that you can close to keep out noise and where your laptop screen will not be visible to others due to Data Protection
What’s in it for you?
An excellent remuneration and bonus package with 25 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. 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.
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