Role purpose: 
To ensure that our Global business customers receive the best possible customer experience and quickest possible resolution of their query.  Contact is multi-channel, multi-lingual and we strive to restore service as quickly as possible 24hrs a day 7 days a week. The VBCO Service Incident Management Team are a point of escalation for the Service Desk who are the interface for customers into Vodafone.  As such, the SIM Team is responsible for ensuring any impact to the customer’s business is minimised/service is restored as quickly as possible.  The SIM team is fundamental to the customer perception of Vodafone and pivotal in setting the tone for the ongoing customer engagement.  

Key accountabilities and decision ownership: 
•    Incident Management – ownership and driving resolution of incidents and first point of contact resolution of faults and requests.
•    Accountable for proactive and reactive customer communication throughout the life of the incident providing timely, relevant and useful input in line with client agreed SLAs.
•    Validate, repair, track and drive all tickets in line with agreed quality measures.
•    Continuous Service Improvement – identification of opportunities within the operation to reduce process and support gaps.  Improve customer experience, reduce escalation and improve client NPS whilst following ISO guidelines.
•    Working collaboratively within the Service Incident Management team environment and within ISO9001/27001 guidelines across support functions and various suppliers.

Long Description

Core competencies, knowledge and experience:
•    Customer Centric
•    Effective Communicator
•    Ability to deliver results in a fast paced environment.
•    Works in a team and relates to others effectively
•    Role Model for the function and driver of employee engagement, maintaining high standard of professionalism in line with agreed code of conduct.

Must have technical / professional qualifications: 
•    Excellent Written and Verbal Communications skills in English
•    Fixed and Wireless Networking infrastructure experience is useful, knowledge of DSL, IPVPN, WAN, VONE is highly desirable but not essential
•    Service Desk / Help Desk experience (1yr+)
•    An understanding of the principals of ITIL is useful, but not essential

Key performance indicators:
•    Quality Framework and Customer Satisfaction 
•    Incident Pickup Times
•    Timely Incident Communications

Long Description

What is the key to our success? It’s simple – our people! Across a Global footprint, we believe we’re at our best when you’re at yours. From our diverse workforce, our flexible working policies to our creative work spaces, we embrace a culture of learning and sharing to develop our next stage growth. It’s in our hearts to push forward, to create a better future, to never rest and find new ways that help people communicate. 

We are committed to developing the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised and rewarded. We respect, value and celebrate our people’s individual differences - we are not only multinational but multicultural too.  Our excellent flexible benefits programme allows you to choose what’s right for you.  Our Vodafone Foundation gives the ability for our people to give something back. We embrace empowering our people to shape their world.