Fixed Broadband Complaints Lead
5 days ago
Digitally focussed and providing a truly world class customer experience is a critical part of what Vodafone stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers’ experience of Vodafone to help us become a truly admired company.
**With us you will**:
- Responsible for management of Consumer fixed complaints (Fibre and 5G) but not limited to/enquiries. Explore innovative ways to improve first contact resolution for Consumer Fixed line customers.
- Work with technology to build capabilities required to fix customer technical issue remotely. without need of field visit.
- Lead and manage OTDR/LSPM testing equipment’s and analyse the testing reports to check whether the results are within the threshold.
- Own and manage budget allocated for Fixed line technical support visit. Build team KPIs & tracking to ensure Customer is always kept notified on status of his complaint.
- Escalate un-resolved technical cases to Level 2 team in technology, as required. Build strong knowledge base of customer technical complaint resolution.
- Constantly track and improve field experience provided to customers by outsourced field partners Build self service capability for consumer fixed customers which could reduce number of technical complaints.
- Ensure to handle customer complaints with 100% quality within SLA. Monitor field partners on the resolution provided to the customers. Provide time to time training to field partners on the different products and keep them updated.
- Field team audit to validate compliance to scope of work and Vodafone way of working. Ensure to be a part of weekly meetings with field partners to monitor their performance.
- Engage with Technology and Business stakeholders as and when needed to improve overall customer experience. Manage the inventory used by partners for fault management and reconciliation on monthly basis.
- Ensuring all add-ons provided to the customers during the incident visit are all added in the required system.
- Prepare & maintain daily/weekly reports. Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager.
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