Prime Resolution Agent

You will consistently deliver core KPIs in line with monthly scorecards, demonstrating strong performance against agreed objectives and expectations. You'll act as first-line point of contact for complex customer interactions and self-serve solutions, resolving billing, account management and technical queries efficiently and professionally. You will take full ownership of customer queries through to resolution, with a strong focus on first-contact resolution and delivering an excellent customer experience. You'll manage escalated queries from frontline colleagues when issues fall outside their remit or skillset, ensuring timely and effective resolution. You will use toolkit, remit and training effectively to resolve escalated cases, including liaising with wider business areas when required. You will accurately records customer interactions, clearly documenting reasons for queries or escalations and actions taken to resolve them. You will ensure full compliance with Vodafone policies and current legislation, including the Data Protection Act. You'll provide day-to-day operational support across the care team and wider leadership team as required.