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Location: Newbury + *Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full-Time / Mon - Fri / 37.5 hours per week

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  Hybrid

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

UK Vodafone Business Technology Solutions is the function of Vodafone UK accountable for delivering fixed and converged communication solutions for Enterprise customers. We play a critical role in enabling customers to do business in an increasingly connected world.

What You'll Do

The Order Analyst is accountable for the tracking and managing of all orders allocated to them, they will provide customers with delivery updates at specific milestones; the role will interface with all internal stakeholders to ensure orders deliver on time and they meet our commit dates. The Order Analyst will work closely with our suppliers ensuring they keep to their commit dates, Jeopardy management of key tasks will be undertaken and escalating appropriately when tasks are late.

The role will be the single point of contact for the customer orders inflight, accountable for answering incoming calls, web chat and emails across all customers. The right candidate will drive resolutions at first point of contact by our customer and take accountability for ensuring the customer’s query is dealt with swiftly and successfully.

• Owns the customer relationship, promoting Vodafone in the process
• Ensure effective and timely communication is maintained with the customer on all queries whether it can be resolved on the call at first point of contact or the resolution is delegated to another party
• Checks order details, arranges access for designated customers, whilst identifying errors and predetermining any potential pitfalls
• Provide customer Work in Progress (WIP) reports and host customer calls walking through the WIP where required
• Ensuring Deliver to Commit (DTC) is 95%
• Cycle-times minimum of 45 working days.
• Customer delay is effectively managed.

Who You Are

• Excellent communication skills, enabling interactions to be managed in a confident, courteous, and professional manner
• A proven track record of dealing with customer enquiries and orders in a fast paced, customer service environment
• Good product, process, and industry knowledge for telecoms products
• Ability to think on one’s feet and work under pressure
• Precise and attentive to detail – Quality focused
• Must have technical / professional qualifications:
• Educated to A level standard or local country equivalent
• Minimum of 12 months experience, in Telecommunications.
• Customer Service Experience

Desirable

• Basic understanding of ITIL principles
• WAN (Wide Area Network Product Knowledge) DIA/IPVPN/Ethernet Delivery
• Third Party – Stakeholder Management

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.

What We Offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.

Together We Can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.