Manage and monitor Mobile & Fixed Complaint Management processes
Responsible for management of high risk customers
Manage all the operations for collection and billing processes for consumer customers
Analyse and evaluate customer complaints from experience perspective and determine improvement areas
Works in coordination especially with CX Teams, Regulation Teams and Cops Planning&Performance Teams
Follow and report Complaint KPI’s (regulative/company/teams, respectively) , Follow and improve metrics such as, AHT, FCR, Resolution Performance, repetitive ticket
Follow Complaint trend, organise/ attend periodic meetings with operational stakeholders for improvement and development of complaint scenarios
Digital transformation of Complaint processes
Determine and apply proactive actions to reduce and fix potential complaints
Facilitate business engagements with business units
Understand business context of processes and look for simplification and automation opportunities; propose & justify business process improvements
Evaluate and document as-is and future processes with a broad view and connect opportunities
Be aware of new technology and business solutions to design implementation plans for processes
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
We like to keep them flexible:
Plus, plenty more to enjoy!
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You may have already heard of Vodafone – We’re a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that’s Vodafone, Vodacom or _VOIS, you’ll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.
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