Say goodbye to the daily commute and hello to a full-time contract and bonus opportunities. We will support you in setting up your home office and provide you with all the training and learning opportunities to enable you to be at your best.

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? 

We have an exciting opportunity within our Business Care function working on one of our Major Customer Contracts. This role will be based 4 days a week at the customer site in Bradford, the remaining day is working from home as agreed. Working closely with the customer onsite will be vital in creating strong, trusted relationships with the customer’s key contacts as well as creating good, structured communication channels with these same contacts within the incident management function.   As well as building this customer relationship, you will also be key in supporting our service and operational incident management teams and our partners.  You will obtain an intimate knowledge of our customer’s business as well as developing a mutual understanding of how each of our supporting partners help Vodafone deliver a world class service.  This is an existing role but gives the selected candidate the opportunity to create and develop a relationship that drives increased customer satisfaction and operational excellence through our incident management process to deliver the contracted services efficiently and effectively.  Occasional travel may be required to customer key sites.

You\'ll:

•    Be a key point of contact for the customer as representing Vodafone on their site. You will be accountable for building up the relationship with the customer and being the point of contact anything incident related.
•    Ensure that Incident Management processes are followed in line with the customer contract, ensuring you work with internal teams where this process has not been followed to seek opportunity for better ways of working.
•    In line with the incident management process, ensuring communication into the customer is appropriate and customer has a clear understanding of the incidents.
•    Work with Vodafone’s partner’s and suppliers to ensure the service into the customer is of the highest standard.
•    Owner for the aged ticket process within the account, working with internal teams and suppliers to ensure we seek resolution and manage customer expectations.
•    Identify trends of issues / own any incident action plans / look at Continual Service Improvement (CSI) opportunities, establish regular meetings with Vodafone service desks management teams to feed into customer satisfaction.
•    Contribute to a monthly service review with the customer, ensuring that incident management is highlighted.
•    Acts as point of escalation for Major Incidents.
•    Support and work with the Service Manager to ensure delivery into the customer.
•    Support the customer and Vodafone in ongoing operational planning aspects pertinent to the services provided.
•    May manage BAU technical initiatives such as major changes ensuring effective delivery to agreed timescales, working with internal teams to deliver.
 

Who are we looking for?: 

•    ITIL qualification or experience (preferred)

•    Knowledge and or experience in a day to day I.T. or Telecomms Operations Delivery environment 

•    Incident management experience and knowledge 

•    Strong communication skills with the ability to adapt to different audiences

•    The ability to identify process improvements 

•    Relationship management experience

•    Previous experience working in a similar role in telecoms or technical background