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The Senior Onsite Adviser will be based on-site within the offices of the customer and is key to the success of the smooth running of that business's mobile strategy.
Job Responsibility
Manage day-to-day account activities, from processing orders to handling calls, emails, and queries with accuracy and care
Provide expert support on technical, network, billing, and device-related queries, resolving issues quickly and effectively
Build strong, trusted relationships with customers, end users, and internal teams, becoming their first point of contact
Collaborate with Credit Control and other teams to resolve payment or account-related issues
Produce and quality-check reporting packs, offering insights and analysis to support decision-making
Attend and contribute to customer meetings, identifying opportunities to improve service and reduce costs
Guide users on devices, tariffs, and Vodafone products, helping them make informed choices
Support device provisioning, migrations, and network transitions, ensuring a seamless experience
Deliver enhanced support to VIP users, maintaining a premium level of service
Maintain accurate records, audit logs, and knowledge materials in line with compliance standards
Support and coach colleagues to ensure consistent, high-quality service delivery
Champion Vodafone's values, consistently representing the brand with professionalism and pride
Requirements
A relationship-builder who enjoys working closely with customers and stakeholders
Someone with experience in customer service or account support who thrives in a fast-paced environment
A proactive problem-solver who takes ownership and delivers solutions with confidence
Strong communication skills, with the ability to explain technical information in a clear and friendly way
Organised and self-motivated, with great time management and attention to detail
Comfortable working with systems and data, with strong keyboard and technical skills
Curious about mobile technology, with an interest in devices, networks, and digital solutions
A collaborative team player who supports others and contributes to a positive team culture
Committed to delivering excellent service, meeting SLAs, and exceeding customer expectations
Someone who values inclusion, respects different perspectives, and helps create a welcoming environment for everyone
What we offer
Excellent basic salary plus bonus and Vodafone benefits