Team Leader

Manchester, Greater Manchester
  1. Full Time
  2. Administration/Support
Posting date:05 Nov, 2019

Role Title: Team Manager
Location: Manchester
Role Profile:

Group Enterprise Operations (GEO) provide customer and technical support globally to Vodafone’s Enterprise customers. Group Enterprise Operations manage the full product portfolio across mobility, fixed line services and unified communications. We are now seeking a Compute Engineer / Server Engineer for our 24/7 teams who support on our Cloud & Hosting services and products.


As a Team Manager, you will lead and manage an operational team of Advisors and Analysts, accountable for incident/SFR ownership to resolution, ensuring delivery of both first class customer and employee experience.


Part of your remit will be ensuring every Advisor/Analyst interaction maximises customer satisfaction and promotes VBCO (Vodafone Business Customer Operations) in a positive way. Consistently delivering the crucial and important people activities and interactions driving our people engagement and customer experience – Communications, People interaction through feedback and coaching, escalation management and the auditing of quality components such as softskills, calls and incidents.


In return, you will enjoy a competitive salary and benefits, and a central office with fantastic transport links. On site, we have a canteen and there are various cafes and shops within walking distance. Within Vodafone we have a positive culture and positive culture of acceptance and promote equality and individuality across the business.

Key Accountabilities:
  • To engage, motivate and inspire your people towards common goals.

  • Employee engagement and satisfaction – through delivery of regular, effective and consistent 121’s, coaching and feedback sessions, communications, huddles, team meetings, ARR’s and development plans.

  • Multimatrix cross team accountability, working flexibly across a wide span of operating hours to support delivery of 121’s, coaching and people activities to our OOH employees.

  • Incident and Escalation Management – Empowering your people to take ownership and drive resolution of incidents within agreed SLA’s.   Supporting and escalating on behalf of our customers ensuring clear communication is given throughout the incident.

  • CXX and placing customers at the heart of everything we do - through Quality Management and coaching of customer calls, softskills, incident and escalation management.

  • Develop our people to be the best they can be by delivering clear and agreed objectives to your team. 

Core competencies:
  • Communication and interpesrsonal skills – delivery of meaningful value in all employee/people interactions.

  • People and performance management - Experience in managing high performing teams in a large volume operational environment.

  • Regular and effective feedback and coaching,  performance and capability improvement through development of our Advisors and Analysts.

  • Detailed understanding of Vodafone policy, our processes and ways of working, HR, conduct and disciplinary elements associated with leading people.


Must have technical / professional qualifications:

  • An understanding of the principals of ITIL useful but not essential

  • Service Desk / Help Desk leadership experience.

  • Proven external stakeholder management and delivery of CSI.

  • Fixed and Wireless Networking infrastructure experience,  knowledge of DSL, IPVPN, WAN, VONE is highly desirable but not essential


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.


To discover more about how Vodafone Group leads the way in Diversity & Inclusion and hear our CEO Vittorio Colao talk about how he is listed as one of the top 10 men fighting for gender diversity, please click here.

The future is exciting. Ready?

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