VodafoneThree – Senior Onsite Coordinator – Horsham

Working hours: Full time 37.5 hours per week – Monday to Friday – 9 am to 5 pm.

Overview

Acting as a trusted partner and brand ambassador, you’ll deliver a high-quality, responsive, and innovative service experience that builds strong relationships and long‑term loyalty.

Responsibilities

• 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.
• 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.

Qualifications

• 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.

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