Senior Team Lead

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Location: Fully onsite at our Farnborough Office
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time, 37.5 hours per week, Monday to Friday, covering hours 07:00 to 19:00 on a rotational basis

You will also be required to be part of the on-call out of hours escalation team on a rotational basis.

Who We Are

We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

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.

Join Vodafone Business Security Enhanced and strengthen the cyber security of the UK's Critical National Infrastructure and public sector organisations.

What you'll do

The Senior Team Lead is a key role within ENOC, managing the 24x7x365 shift desk advisors to ensure we deliver operational excellence to our customers. This role will provide coaching, development, direction and real time management to our 1st line shift desks. Working closely with shift leads to develop the team, meet SLA/KPI's, driving continuous improvement of processes and documentation which are used by the team.

The role pro-actively owns L3/4 escalations to ensure incidents are resolved and services restored to the customer
The role will require you to ensure the smooth running of customer accounts, always delivering exceptional customer service through in-depth customer knowledge and establishing relationships with key stakeholders, both internal and external.

You will:

• Lead & own key work streams relating to the management and improvement of Customer Experience. This will include:
• Quality Programme - lead and deliver quality framework within Operations
• Driving customer experience improvements resulting from Customer Feedback
• Continuous Improvement: Fostering and developing a team dedicated to driving value added enhancements.
• HR Support - support Operational Managers to manage underperformance and misconduct, including absence, efficiently and effectively with use of triggers and audit trail in line with HR policies and guidelines Customer Escalation
• Be a key point of Operational escalation for internal teams
• Be involved in wider business stakeholder management - Develop & maintain a business stakeholder relationship that promotes cross-functional working across VF and VBSE
• Work cross functionally to deliver business objectives
• Ensure that Health & Safety guidelines are supported
• Employee Engagement and Business Advocacy. Role Model and Lead activities to optimise colleague engagement and advocacy for Vodafone and its Products and Services.
• Have responsibility for leading, managing, coaching, developing and motivating a mixed team, setting clear and stretching performance goals.
• Adhere to ENOC Policy, Escalations & Major Incident Communications.
• Assist with Root Cause Analysis and identify corrective actions and permanent solutions for Incidents
• Manage, understand, measure, and continually improve customer KPI's/Metrics related to the effectiveness and efficiency of the team. Manage and develop the departmental competency matrix.

Who you are

You will have:

• Eligibility for SC Clearance
• Experience in successful people management in either a team leader or supervisory role
• Experience of developing and nurturing positive relationships and influencing people at various levels & positions
• Experience in analysing information, understanding, and identifying problems /trends to enable the implementation of required actions to achieve the desired outcome.
• Excellent communication, presentation, and inter-personal skills
• Conflict resolution
• Any ITIL 4 Qualifications/Foundation knowledge is highly desirable.
• Able to manage difficult and sensitive situations by making sound and independent judgements against competing deadlines. Able to follow policies and processes

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.

What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.

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.

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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.