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Converged Specialist

Posting Country:  United Kingdom
Date Posted: 
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready? 

Business Operational Specialist

Location: Newark, some travel required (Trips to Egypt for up to two weeks per quarter)   (Full-time remote working during COVID-19) 
Salary: Competitive 
Hours:    37.5 hours per week, Monday – Friday, shift rotation between 9am – 6pm 

COVID-19 Notice: We are continuing recruitment and have implemented new processes that promote candidate and employee safety. As part of this we have moved to a virtual hiring and onboarding process until further notice. 

 Working as a Business Operational Specialist you’ll be responsible for continuous improvement towards operational KPI’s across a wide range of business functions. An ability to tailor your approach and strong communication skills are an essential part of the role. The role holder will be customer driven, generate new ways of working, have excellent rapport skills, particularly with our stakeholder community and own their workload to a high standard whilst working together as a team. This role is project management based, with regular listening sessions and engagement on the floor to support knowledge upkeep and implement process improvements. This role supports continuous improvement of agent’s performance and capability to drive customer service excellence, deliver against performance measures, goals and business objectives.  

 What will you be doing?  
·         Inputting into project meetings playing a key part in the delivery of change and conduct technical coaching/training across the department to deliver improvements in ticket quality, customer experience and fault resolution  
·         Defining and documenting new operational processes and translating them into interactive content that can be pushed directly to an advisor 
·         Implementing change and participating in driving customer experience and technical quality improvements that benefit the customer, improve governance and drive a quicker resolution.  This includes identifying improvements in advisor processes. 
·         Impact assessing business change and re-engineering processes and knowledge content to support the changes in a timely manner whilst working under pressure to deadlines whilst maintaining high standards of accuracy and attention to detail 
·         Build and maintain strong stakeholder relationships across various platforms 

Who are we looking for?   

•         In-depth knowledge and experience in Technical competencies, including Remedy ticket management, Networking and Openreach processes. 
•         Excellent communication skills, including ability to deliver feedback to individuals, managers and wider audiences. 
•         Strong Problem solving skills 
•         Strong sense of ownership and the ability to work with a limited set of requirements. 
•         Strong ability to manage project workloads and own time

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. 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. 
Posting End Date:  5th of June 2020

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.