VodafoneThree - Service Manager

Vodafone; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading telecommunications company in the UK is seeking a candidate to maintain customer relationships and drive service excellence. This role involves working in a hybrid environment, with a focus on reducing churn and enhancing customer satisfaction through effective relationship management. The ideal candidate will have strong stakeholder engagement skills and experience in service improvement initiatives, contributing to a dynamic team culture.

Benefits

Excellent salary

Bonus structure

Flexible working hours

Qualifications

• Understanding the customer’s business, strategy, and market environment.
• Proactively engages stakeholders internally and externally.
• Build positive relationships at senior management level.

Responsibilities

• Maintain existing customer revenue and mitigate churn events.
• Drive operational teams for service delivery.
• Accountable for delivering customer contractual service deliverables.

Skills

Customer intimacy

Stakeholder engagement

Relationship building

Service improvement

Influencing and negotiation

Job description

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Location: Midlands + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time hours per week – Monday to Friday



Hybrid

We believe that through collaboration and connection with our colleagues 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. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

What you’ll do

• Maintain existing Customer revenue and mitigate any churn events.
• Accountable for developing and maintaining an industry leading end-to-end service experience for aligned customer(s).
• Accountable for delivery of customer’s contractual service deliverables, including service levels, reporting etc.
• Drive the performance of operational teams to support in-life service delivery to customers.
• Owning the relationship with key customer stakeholders for in-life service.
• Maintain the close engagement with associated sales and support teams.
• Drive continuous service improvement and service development, increasing customer satisfaction and Relationship Net Promotor Scores (rNPS).
• Maintain contractual governance, risk and commercial awareness.
• Management of aligned third party suppliers as appropriate.

Who you are

• Customer intimacy: understanding the customer’s business, strategy and market environment
• Showing the ability to proactively engages stakeholders internally and externally to VodafoneThree
• Ability to build positive relationships internally and externally to senior management level.
• Embracing a Continual Service Improvement culture
• Practical level of influencing and negotiation skills to drive continual service improvement and resolve issues.
• Ability to effectively communicate with key customer and operational support contacts, sharing knowledge and best practice.