Customer Resolution Specialist  - Vodafone

Role Purpose

As a Resolution specialist you will be acting as an escalation point for customer complaints from your colleagues via live calls. You will need to help resolve the customer query by either supporting your colleague with a resolution or by taking over the call and speaking directly with the customer. You will investigate, resolve and respond to all calls received which can at time be complex. You will need to be able to do this with a level of detail and quality that meets and/or exceeds customer expectations and where appropriate to address the root cause of the query.

As a Resolution Manager you'll demonstrate a robust attitude, work well under pressure and have a passion for customer service and relentless resolution. This role requires you to demonstrate your ability to liaise at all levels and adapt your communication style to suit your audience whilst maintaining a fair and consistent approach with each customer.

Key Accountabilities

• Supports colleagues within their respective family in a live desk environment to resolve the customer query without the need to transfer.
• Owns the escalated query from front line colleagues when a customer has insisted on speaking to a manager, from within the respective family through to resolution.
• Continuously seeks out and identifies trends for improvement opportunities and takes responsibility for using feedback mechanisms for change and/or colleague feedback.
• Ensures all calls are logged in icasework correctly and signposted to Customer Relations at the end of each shift.
• Ensures that the correct complaint procedure is followed i.e. when there is an open complaint and the customer is not happy with resolution offered; the case is signposted in a timely manner and direct to customer relations via icasework.
• If the customer mentions OFCOM, CISAS or Ombudsman you take ownership of the call and if you are unable to resolve, a case is raised and signposted in a timely manner direct to customer relaions via icasework.

Core Competencies, Knowledge And Experience

• Be an advocate of Vodafone, protecting the reputation and follow Vodafone’s Brand Tone of Voice.
• Excellent listening and communication skills whether written or verbal.
• Keen attention to detail including a very high standard of spelling, punctuation and grammar.
• Ability to deal with challenging customer scenarios and demonstrate resilience in the face of this challenge.
• Confident when communicating with other departments and stakeholders.
• Energetic and able to work under pressure whilst maintaining a positive attitude.
• Confident and willing to use own initiative
• Self-motivation - the ability to work independently and effectively manage time, prioritising multiple pieces of work at one time to balance the customer, employee and business needs
• Proficient at handling customer escalations
• Problem solving and resolution focused
• Self-starter who takes ownership and leads the customer interaction through to resolution
• Continuous improvement mindset with ability to give constructive feedback
• Comfortable with frequent change and able to understand and adapt to these changes.

Must Have Technical / Professional Qualifications

• Has a university degree.
• 18 months in role as core adviser.
• Excellent command of English language.
• Proficient with IT systems