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Customer Operations Manager

Posting Country:  United Kingdom
Date Posted:  17-Oct-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Customer Operations Manager
Location: Bradford – This role will be based 4 days a week at the customer technical support site Bradford. The remaining days are either working from home as agreed or from a Vodafone site if practicable.
Salary: Excellent Salary and Benefits
Hours: 37.5 per week, Monday - Friday

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 technical support site in Bradford. The remaining days are either working from home as agreed or from a Vodafone site if practicable. 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.

Key Accountabilities

• Be the key point of contact for the customer into the Vodafone’s teams and Vodafone partners if and when the core Incident process have not worked effectively;
• Ensure that Incident Management processes in support of the Services as contracted with Vodafone have been implemented and are being followed in accordance with industry best practice.
• Work across Vodafone’s teams and its partners to improve management of faults and activities in the support of the customer fault management.
• Work across Vodafone’s teams to drive and resolve aged incidents.
• Drive Problem Management activity where required to understand root causes and resolve known problems.
• Work within the ITIL based Incident Management framework and with the Vodafone Support team as required to restore the contracted Vodafone service operation as quickly as possible, minimising any disruption to the customer.
• Work with Vodafone Incident team(s) to ensure they are utilising current diagnostic tools as part of triage & validation of incident resolution.
• Working with key customer contacts to develop and maintain relationships and to facilitate good communications and a joint understanding of issues. E.g. to keep them briefed on Vodafone incidents impacting the customers services and working with Vodafone Service Management Team update them on Vodafone Operational improvements.
• Work closely with Vodafone 3rd parties to ensure IT industry best practice is being used to deliver the contracted services efficiently and effectively.
• Support the provision of major incident reports and Service Incidents Reports (SIRS) for the Vodafone contracted services provided to the customer by following standard Vodafone processes.
• Provide advice and updates for the customer stakeholders with respect to network Incidents.
• 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.
• Facilitate the Monthly Operations review with the customer representatives
• Attend Customer monthly Service/Account Reviews
• Facilitate with the technical management and support staff within Vodafone’s and the customers organisation;
• Ensuring that Vodafone provides a high level of operational service and support;
• May own distinct operational tasks;
• Acts as point of escalation for Major Incidents;
• Monitors the ongoing quality and SLA compliance of the services via test, audit and other appropriate mechanisms;
• Support the Service Manager in the generation of management information at agreed intervals;
• Support the customer and Vodafone in ongoing operational planning aspects pertinent to the services provided;
• Contributing to Vodafone’s IT Service Continuity plan which supports the customer DR plan including acting as authority for DR invocation from Vodafone’s perspective;
• May manage BAU technical initiatives such as major changes ensuring effective delivery to agreed timescales.

Who are we looking for and is essential for this role?

• ITIL qualification or experience
• Knowledge and or experience in a day to day I.T. or Telecoms 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

What’s in it for you?

An excellent remuneration and bonus package with 28 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. We’re proud to provide a Reconnect programme with flexibility for individuals returning to work after a career break. 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.

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.