Channel Support Manager
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Channel Support Manager
Location: Hybrid- Stoke Contact Centre - 4 days per week
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week - Mon to Fri
At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.
Who We Are
At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
What you'll do
This is a varied role where two days are rarely the same. The role supports our frontline sales, Retail, Indirect and Care Estate in order to deliver customer and commercial metrics. You will lead and manage the Channel Support team to ensure that we provide a first-class operational service through the services we offer as support and hold with external partners, ensuring the team are set up to monitor our technology/campaigns and to proactively/reactively raise incidents that affect our channel and customers.
• You will be a key Service contact for all our key relationships across our 3rd party suppliers, IT, Fixed Line and Offshore Back Office admin teams and the operation.
• You will be the escalation point for key stakeholders and act upon requests from the leadership team in our organisation
• You will monitor all of our technology and campaigns and ensure that the right decisions are being made by the technical teams and the appropriate action is taken for the channel, our frontline, and customers.
• You will raise issues & incidents proactively if required and analyse underlying operational impacts that are affecting Commercial Operations and supported areas.
• You will be responsible for ensuring that our operational processes are actioned and completed to SLA, regularly reviewing these to drive continuous improvement.
Who you are
• You will have proven front-line or back office or support function experience within an established call centre environment or customer facing channel.
• You will have experience in line management.
• You will have the ability to communicate with senior managers and stakeholders.
• You will be able to demonstrate the ability to work under high pressure and to tight timescales.
• You will have the capability to define problems, collate data, establish facts and draw valid conclusions and seek resolution.
Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
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.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.
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.