VodafoneThree – Onsite Advisor – Central Birmingham

Working Hours

Full time 37.5 hours per week – Monday to Friday

Responsibilities

• Be the go-to expert for all day-to-day account activities, from processing orders to handling calls, emails, and queries with speed and accuracy.
• Provide expert advice on technical, network, and billing queries, resolving issues efficiently and confidently.
• Build strong, trusted relationships with customers, end users, and internal teams as their first point of contact.
• Partner with Credit Control to help resolve billing concerns like outstanding debt and late payments.
• Create and quality‑check management information (MI) and billing reports, delivering insightful analysis and regular reporting packs.
• Attend and contribute to customer meetings, identifying opportunities for improvement and cost savings.
• Support end users with device and tariff advice, helping them choose the right products and services.
• Manage device inventory, ensuring accurate tracking, storage, and distribution through audit logs.
• Deliver tailored, high‑touch support for VIP users to ensure an exceptional experience.
• Share your knowledge by supporting and training cover advisors to maintain consistent service standards.

Qualifications

• A strong relationship builder who can engage confidently with both internal and external stakeholders.
• Someone with proven customer service experience and a passion for delivering outstanding support.
• A self‑motivated individual who can manage their time effectively and consistently deliver high‑quality service.
• Confident using systems and tools, with excellent keyboard and administrative skills.
• An interest in mobile technology, devices, and tariffs, with a willingness to stay informed and share knowledge.
• A proactive problem solver who enjoys taking ownership and driving issues through to resolution.
• A team player who is collaborative, supportive, and eager to contribute to a positive, customer‑focused environment.
• Someone who thrives in a fast‑paced, on‑site role and enjoys being at the centre of the customer experience.

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