Why work for us:

At Vodafone, we’re working hard to build a better future A more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow:

Role Purpose

The Consumer Fixed Order Ops Executive is responsible for operational performance of the shared service offshore teams, 3rd party providers and Vodafone functions that deliver Vodafone products and services to our customers

Essence of Role – Key Accountabilities:

• Drive operational excellence with responsibility for all customer experience, operational & commercial performance targets, including:
• Customer Experience: measured through TNPS, Time-to-install, Complaints & Escalations
• Operational Efficiency: measured through Sales-to-Connection, First-time-installation rates, Frequency of Contact, First Contact Resolution, adherence to SLA’s.
• Commercial Performance: measured through Cost of Fixed Care & Operations reductions, adherence to SLA’s (third party service providers).
• Accountable for ensuring all customer deliveries are carried out to the highest quality levels and meet all regulatory, internal and consumer protection standards.Responsible for introducing and operationalising new products and services to Consumer Fixed, including customer journey mapping, communication management, and implementing appropriate system/reporting changes
• Lead continuous improvement initiatives for our new and existing processes & products
• Responsible for ensuring our outsourced Shared Services Partners and 3rd party service providers deliver according to agreed service levels, performance levels, targets, and contractual obligations
• Work cross-functionally to align teams and resources to ensure we can deliver for our customers
• You will champion new ways of working and technology adoption to enhance and optimise performance and improve our Customers’ and Agents’ experiences.
  

We Are Looking For You, If You Have:

Essential

• 2-3 years’ B2C experience in a similar position within an outsourced/shared services model, preferably in a regulated market.
• Excellent influencing & communications skills, with the confidence and gravitas to deal with senior management and external service providers at all levels.
• Critical and questioning attitude, coupled with analytical and process assessment skills. Demonstrated success translating operational and Voice of the Customer data into actionable insights, influencing and driving change, and delivering measurable impact and value.
• Experience of remediating issues, undertaking root cause analysis and communicating lessons learned to avoid re-occurrence.

Desirable:

• Results-driven and commercially focused. Experience of setting and managing budget spend and targets across a balanced score card (customer experience, commercial, and operational) and within a matrix structure.
• Proven ability to challenge current thinking and to drive and enable continuous improvements, and of using data to support decision-making and drive changes.
• Demonstrated experience and effectiveness in peer-to-peer leadership together with relationship management and influencing – internal and external, up to Senior Executive level.
• You will be future-focused, understand and stay current with best practice.
  

Who we are:

Vodafone is pioneering Ireland's gigabit society. We are Ireland's leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.

We’re at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.

Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you’ll get to play a role in delivering Ireland’s Gigabit Society!

Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.

Vodafone is committed to support LGBT+ people at work.

We are an equal opportunities employer where our people can be at their best.

When choosing us……….

When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!

Some of the benefits that you will receive along the way are:

• Competitive Salary
• Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
• Generous Employer Pension contribution
• Free Phone Bill – When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
• Learning and Development – We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
• Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products!
• 23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday
• Free Parking
• Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners

We are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.

When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we’ll help you shape a rewarding career that gives back in more ways than one. Its starts here. It starts with you.
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