Webchat Care Operations Manager

TN United Kingdom; United Kingdom; Remote; GBP 45,000 - 70,000; Full time

Job summary

An innovative company is seeking a Webchat Care Operations Manager to lead a dynamic team of over 500 agents in a home-based environment. This role focuses on enhancing customer experience through exceptional service and strategic collaboration. You will manage operations, drive engagement, and promote career growth while ensuring high standards with offshore partners. Join a forward-thinking organization that values diversity and inclusion, and be part of a team that brings creative ideas to life in the consumer services space.

Qualifications

• Experience managing large teams across different locations.
• Experience in a customer-centric environment with the ability to lead sales through service.

Responsibilities

• Oversee the entire operation for Care customers via chat, managing a team of over 500 agents.
• Collaborate with the Head of Consumer Sales & Care to implement strategy.

Skills

Team Management

Customer Service

Problem Solving

Communication Skills

Time Management

Job description

Webchat Care Operations Manager, home based, United Kingdom

Client: Vodafone

Location: United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 5fcc93bf22fa

Job Views: 11

Posted: 26.04.2025

Expiry Date: 10.06.2025

Job Description:

Webchat Care Operations Manager

12-month Fixed Term

Location: Homebased working
Working hours: Full-time hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits

At Vodafone UK, our home-based 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 connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

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.

Be a part of Vodafone UK Consumer team where creating and developing products, services, and propositions is at the forefront. From the way we interact with our customers to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.

What you’ll do

• Oversee the entire operation for our Care customers via chat, managing a team of over 500 agents, including teams from our Offshore Outsource Partners.
• Collaborate with the Head of Consumer Sales & Care to implement strategy, ensuring incremental sales volumes through exceptional service and customer experience.
• Lead change programs and projects to streamline and consolidate our estate.
• Manage relationships with our offshore partners to ensure they meet rigorous standards.
• Provide insights on FCR improvements and process simplification to the Sales and Retail estate.
• Build a positive culture, boost engagement, and promote career growth within the department.

Who you are

• Experience managing large teams across different locations.
• Experience in a customer-centric environment with the ability to lead sales through service.
• Proven problem-solving skills and decision-making confidence.
• Strong communication, networking, and diplomacy skills.
• Self-motivated with effective time management skills to balance customer, employee, and business needs.