Dedicated Service Desk Advisor Job at Vodafone

Job Description

You will be the trusted first point of contact for our business customers, delivering a world-class service experience while taking full ownership of customer incidents from start to resolution. You’ll play a critical role in ensuring our customers stay connected and supported, confidently navigating a mix of operational, technical, and relationship-focused responsibilities.

Job Responsibility

You will be the trusted first point of contact for our business customers, delivering a world-class service experience while taking full ownership of customer incidents from start to resolution
You will handle customer interactions professionally and promptly, capturing accurate incident details and understanding each customer’s unique needs
You will take ownership of incidents, working to resolve them first time where possible or coordinating with internal and external teams to drive resolution
You will keep customers informed with timely, clear updates—translating complex technical information into simple, easy-to-understand language
You will manage escalations where needed, ensuring issues are resolved within service level agreements and customer expectations are met
You will build strong relationships with customers, acting as their go-to contact and a trusted advisor across their account
You will support across a range of products and services, developing your knowledge across both fixed and mobile offerings
You will handle account administration activities such as order processing, billing queries, and maintaining accurate customer records
You will collaborate with teams such as Credit Control and technical specialists to resolve issues related to payments, networks, and services
You will produce and quality-check reporting packs, providing insights and analysis to support customer decision-making
You will contribute to customer meetings, identifying opportunities for service improvements and cost efficiencies
You will provide expert front-line advice on devices, tariffs, and network benefits, helping customers get the best from their services
You will support customers through onboarding activities such as migrations and number porting, ensuring a smooth transition
You will deliver an enhanced, high-touch experience for VIP users, ensuring their needs are prioritized and exceeded

Requirements

You bring strong customer service experience and a genuine passion for delivering outstanding customer outcomes
You have excellent communication and interpersonal skills, with the ability to build trust and manage customer expectations confidently
You are calm under pressure, able to handle complex queries and challenging situations professionally
You are proactive and take ownership, seeing issues through to resolution and keeping customers informed every step of the way
You have strong analytical thinking, able to interpret information and provide clear, actionable insights
You are collaborative, working effectively with cross-functional teams and external partners
You are adaptable and eager to learn, building knowledge across multiple products and services
You have an innovative mindset, always looking for ways to improve processes and enhance the customer experience
You have a basic understanding of networking concepts (IP networking, switching, routing), or a willingness to learn
You are detail-oriented, ensuring accuracy across customer data, reporting, and administration

What we offer

up to 28 days off plus bank holidays
paid time for charity work
discounts
vouchers
pension plan
learning tools
parental leave policies

Vodafone - All Job Offers

Select Country

Dedicated Service Desk Advisor

Job Description

Job Responsibility

Requirements

What we offer

Looking for more opportunities?

Dedicated Service Desk Advisor

Principal, Managed Services Portfolio and Technical Delivery Leader

Guest Experience Manager

Resident Assistant

Traffic Management CAD Technician

Registered Nurse, CVOR

Pediatric Occupational Therapist

Nursery Manager

Waiter

Our AI answers in your language