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Vodafone Logo Vodafone · Customer Service

Service Executive

United Kingdom, Stoke on Trent · Job Posted March 22, 2026
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Job Description

The Service Relationship Management team, part of the Vodafone Business UK function, own the relationship within nominated customer accounts. Service Executives are aligned to support a portfolio of Vodafone Business customers and hold full accountability for delivering an exceptional end-to-end service experience. Working collaboratively within a team of service management professionals, they share responsibility for these customers, ensuring a tailored and seamless service journey.

Job Responsibility

  • Accountable to clients for the operational performance of Vodafone across mobile, 'fixed', IOT and Contact Centre services
  • Own, manage and report on Service Level Performance
  • Develop and deliver Service Improvement Plans (SIPs) to drive measurable enhancements
  • Contribute to improvements within operational teams through the SAM and CER processes
  • Champion customer requirements and interests within Vodafone, acting as their voice with internal teams
  • Play a crucial role in boosting overall customer satisfaction contributing to rNPS
  • Deliver an exceptional end-to-end service experience for a portfolio of Vodafone Business customers

Requirements

  • Demonstrates a basic understanding of customer needs and can recognise their perspective when discussing service-related topics
  • Has a general awareness of Vodafone products and services and can confidently refer to them when supporting customer requirements
  • Experienced in working in customer facing environment
  • Ability to review basic data and identify patterns or trends that may indicate performance issues
  • Confident in leading internal and external customer meetings
  • Assists in managing service escalations by following defined processes
  • Embraces a culture of Continual Service Improvement, actively seeking opportunities to develop skills and knowledge
  • Understands the importance of cross-functional collaboration and participates in wider service management activities and programmes where appropriate
  • Demonstrates enthusiasm for personal development and takes advantage of training and development opportunities offered

What we offer

  • Great pay
  • Bonuses
  • Up to 28 days off plus bank holidays
  • Paid time for charity work
  • Discounts
  • Vouchers
  • Pension plan
  • Amazing learning tools
  • Top-notch parental leave policies
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