Prime Resolution Agent

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Achieve essential KPIs according to monthly scorecards.

• Serve as the primary contact for intricate customer engagements and self-service solutions.

• Efficiently and professionally address billing, account management, and technical inquiries.

• Manage customer inquiries until resolution, emphasizing first-contact resolution and exceptional customer experience.

• Handle escalated inquiries from frontline team members.

• Utilize available tools, authority, and training to resolve advanced cases.

• Collaborate with other business areas as necessary.

• Precisely document customer interactions, inquiry reasons, escalations, and resolution steps.

• Ensure adherence to Vodafone policies and current laws, including the Data Protection Act.

• Offer daily operational support to the care team and broader leadership group.

⛳️ Requirements

• Strong analytical and resolution capabilities when addressing customer escalations.

• Self-motivated individual who fully embraces ownership of customer interactions.

• Mindset geared towards continuous improvement.

• Capability to provide clear, constructive, and supportive feedback.

• Proficient in managing complex customer situations.

• Demonstrates resilience and professionalism in the face of challenges.

• Ability to communicate confidently and collaboratively with other departments.

• Effective written communication skills are preferred.

• Experience in a technical position is advantageous, but not mandatory; transferable skills are welcomed.

• Successful completion of criminal (DBS) and financial background checks.

• Compliance with Financial Conduct Authority regulatory standards.

🏝️ Benefits

• Bonuses

• Up to 28 days off plus public holidays

• Paid time allocated for charity work

• Discounts

• Vouchers

• Pension plan

• Access to learning tools

• Parental leave policies

• Office in a Box home working kit

• Reasonable adjustments and accessibility support throughout the recruitment process