ESCALATION MANAGEMENT SPECIALIST

Hello there! We’re Vodafone Intelligent Solutions (also known as _VO IS) and we’re looking for an    Escalation Management Specialist Your role in a nutshell.
To manage and lead the customer service relationship for the strategic (or a few multi-national) customer accounts in order to increase overall customer satisfaction and loyalty.
Acting as the customer’s advisor and representing their interests in Vodafone – managing escalations and service improvement projects regarding all contracted services – and operating processes that can solve any leveled cases within SLAs, keeping the customer informed as much as needed.
To provide governance across all areas of Vodafone’s services including service management, incident and change management, continual service improvement, and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.
What you'll do.
Make sure that the operational process and procedures are followed and initiate the corrective action to ensure that customer service is restored within the stipulated SLA and MTTR.
Lead troubleshooting for customer-impacting incidents and coordinate escalated issues with Service Stakeholders.
Manage the escalation process for both technical teams and management ensuring that all escalations take place in required timescales to ensure optimum service levels Review of customer-escalated incidents and recommend a course of action as part of technical troubleshooting for resolution.
Work with the engineers in the shift to make sure that we achieve the key KPIs for the team and ensure that necessary timely actions are adapted Mentor a team of focused, multi-disciplined, highly motivated shift engineers to support the resolution of customer complaints within the MTTR/SLA Work towards achieving MTTR for any proactive/reactive trouble tickets to ensure that customer service is restored Support and manage resolution of faults by internal and external resolver teams Prepare and publish reports as required.
What you'll bring to the team.
Strong negotiation and assertive communication skills • Experience in managing customer expectations and driving Service Improvement Projects Experience of orchestrating and navigating in a multi-partner environment Experience in project delivery and IT services operation Excellent written and verbal skills in English Project Management skills (eg.
Prince2 methodology) Customer focus and solution orientation ITIL v3 Foundation In return we provide you with.
A dynamic environment where innovative ideas are always welcome.
A collaborative community where your professional goals and work are supported by a diverse team Access to internal trainings through Vodafone University and external trainings via other providers A supportive internal coaching and mentoring culture Opportunities to participate in company activities and Vodafone Foundation events Corporate assets including a laptop and mobile phone with Vodafone RED subscription (unlimited voice, text message, and data within the EU) Cafeteria package Private Medical Services Employee Assistance Program to support your well-being and mental health Life and accident insurance You can work remotely overseas for 20 days a year 16 weeks fully paid parental leave.
This applies to all non-birthing partners who become parents due to birth or adoption You and your family members can enjoy several discounts from our partners You will be working in a hybrid model, which means 3 days working from home with 2 days office visit per week     What you need to know about us   We are the engine that powers Vodafone around the world.
our work impacts millions of people around the globe every day.
If you want to experiment and learn fast, integrated into an international, multicultural and inclusive team, then _VOIS is the place for you.
#movewithus #_VOIS #VOISHU #LI-Hybrid Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.