VodafoneThree - Team Leader

Vodafone Group Plc; United Kingdom; Remote; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Bonus

Pension plan

Learning tools

Parental leave

Charity time

Job summary

Vodafone Group Plc is seeking a Team Leader (homebased) to provide day-to-day leadership for up to 12 direct reports and to drive customer outcomes. You will coach individuals, manage performance, and promote Vodafone's Onsite vision while collaborating with the Ops team.

You will also deliver monthly reports, support rollout of onsite advisors and contribute ideas to continuous improvements in service and operational performance.

Qualifications

• Good analytical, planning and organisational skills.
• Experience in successful people management.
• Strong communication and decision making abilities.
• Understanding of service/onsite management.
• Excellent coaching skills with proven leadership.
• Empathy for handling sensitive issues.

Responsibilities

• Provide day‑to‑day leadership for up to 12 direct OSA reports.
• Offer proactive guidance to deliver customer outcomes and performance.
• Promote the Onsite vision and Vodafone behavioral drivers.
• Develop staff with training for customer service roles.
• Create monthly performance reports for Ops Manager.
• Oversee rollout of onsite advisors to existing customers.
• Identify practical improvements to the business and service.
• Collaborate with Ops Manager and peers on wider plans.

Skills

Analytical skills

Planning

Organisational skills

People management

Communication skills

Decision making

Service/Onsite management

Coaching skills

Empathy

Product knowledge

Job description

Location: HomebasedSalary: Excellent basic salary plus bonus and Vodafone benefitsWorking hours: Full time 37.5 hours per week – Monday to Friday between 8 AM to 6 PMHomebasedOur homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.Who We AreWe’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 VodafoneThreeJoin 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 doThe role provides visible day-to-day leadership, ensuring colleagues understand expectations, receive regular coaching and support, and are empowered to take ownership of customer outcomes. The Team Leader is accountable for creating an inclusive, high-performing environment while balancing customer experience, colleague development, quality and operational performance.Full line management of up to 12 direct OSA reportsProviding people with proactive business direction with day-to-day tactical guidance as requiredPromote the Onsite vision and coach the Vodafone behavioural drivers across the team.Responsible for the personal development of people within your business area - including training relevant to the VF customer service role and direct customer needs/expectations for value add in the Onsite space.Establish basic measurement which creates visibility of individual and team performance, and which promotes best practice across all teams.To manage underperformance and mis-conduct including absence, efficiently and effectively with use of triggers and audit trail / appropriate HR/ Ops manager input to ensure all parties happy with level of progression in each caseProvide basic monthly management report to Ops Manager on time and to acceptable accuracy. On occasion, manage the rollout of onsite advisors to existing customers.Deliver practical ideas and improvements to the business and customer service space.Work with Ops Manager and peer group to deliver wider business plan enablers.Who you areGood analytical, planning, organisational skillsExperience in successful people managementStrong communication and decision making skills – ability to balance conflicting interestsVery good understanding and ideally experience in Service and/or Onsite ManagementExcellent coaching skills and detectable success in leadershipEmpathy to deal with sensitive issuesIntermediate understanding of VFs products/systems and servicesWorried that you don’t meet all the desired criteria exactly?We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. 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 offerWe care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.Need to KnowWe 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/reasonable-adjustments/) for guidance.We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.#VodafoneThree#LI-Remote