Team Leader, Dedicated Customer Support Team

Vodafone

Aug 2

Applications are closed

Job
Full-time
Mid & Senior Level
United Kingdom
Remote

Requirements

You will have:
Good analytical, planning, organisational skills
Experience in successful people management
Good understanding of the people and organizational impacts of customer care
Strong communication and decision making skills – ability to balance conflicting interests
Very good understanding and ideally experience in Service and/or Onsite Management
Excellent coaching skills and detectable success in leadership
Empathy to deal with sensitive issues
Team playing and networking ability
Intermediate understanding of VFs products/systems and services

Responsibilities

- Have full line management of up to 12 direct OSA reports
- Provide people with proactive business direction with day-to-day tactical guidance as required
- Promote the Onsite vision and coach the Vodafone behavioural drivers across the team.
- Be responsible for setting objectives in accordance with the customer need and EBU Onsite business plan.
- Be responsible for the personal development of people within your business area - including training relevant to the VF customer service role and direct customer needs/expectations for value add in the Onsite space.
- Establish basic measurement which creates visibility of individual and team performance, and which promotes best practice across all teams.
- Manage underperformance and mis-conduct including absence, efficiently and effectively with use of triggers and audit trail / appropriate HR/ Ops manager input to ensure all parties happy with level of progression in each case
- Provide basic monthly management report to Ops Manager on time and to acceptable accuracy.
- On occasion, manage the rollout of onsite advisors to existing customers.
- Be Responsible for managing the cost of service within set criteria.
- Manage customer Service Level Agreements.
- Deliver practical ideas and improvements to the business and customer service space.
- Work with Ops Manager and peer group to deliver wider business plan enablers

FAQs

What is the job title for this position?

The job title is Team Leader, Dedicated Customer Support Team.

Where is this position located?

This position is home-based.

What is the salary range for this role?

The salary includes an excellent basic salary plus bonus and Vodafone benefits.

What are the working hours for this position?

The working hours are full-time at 37.5 hours per week, Monday to Friday.

Is there a requirement to work in the office?

You will work from home almost all the time, with occasional gatherings for collaboration.

How many direct reports will the Team Leader manage?

The Team Leader will have full line management of up to 12 direct OSA reports.

What responsibilities does the Team Leader have regarding performance management?

The Team Leader will establish measurement for visibility of individual and team performance, manage underperformance, and provide basic monthly management reports.

What skills are required for this role?

Required skills include good analytical, planning, and organizational skills, experience in successful people management, strong communication skills, and excellent coaching abilities.

Does Vodafone value diversity and inclusion?

Yes, Vodafone is committed to driving inclusion and creating a workplace that is fully representative of the communities and customers they serve.

What kind of benefits package is offered?

Vodafone offers an extensive benefits package that includes up to 28 days holiday entitlement, employee discounts, retail vouchers, pension plan, share schemes, and more.

Are there background checks required for this role?

Yes, offers of employment are subject to background checks, including criminal (DBS) and financial checks.

What if I have a disability and need adjustments during the recruitment process?

You can refer to the Accessibility section of Vodafone's Careers website for guidance on making reasonable adjustments or requests.

Vodafone

Together We Can

Telecommunications

Industry

10,001+

Employees

1982

Founded Year

Mission & Purpose

At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play. We believe that, when working together, humanity and technology can find the answers and create a better future for all. Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet. More than 35 years ago, we made the first-ever mobile phone call, we sent the first SMS in Britain and have been changing the lives of billions of people ever since. Now, we are using smartphones to fight cancer, big data for social good, and we aim to connect over 250 million people to our next generation networks by 2025. We are passionate about building a workplace where you can truly be yourself, share inspiration, embrace new opportunities, thrive and make a real difference to people and our planet. We are known for our technology, but it is humanity that drives us forward. What are you passionate about? #TogetherWeCan