VodafoneThree - Service Desk Advisor

Working hours: Full time 37.5 hours per week - Monday to Friday - Some late and weekend work needed occasionally Our customers are at the heart of everything we do, and when technical issues arise, you'll be there to provide the support they need. Taking ownership of customer incidents from start to finish, you'll investigate problems, coordinate resolutions, and keep customers informed every step of the way. Working within agreed service levels, you'll deliver a world-class customer experience by combining excellent communication, problem-solving skills, and a passion for helping people, ensuring every issue is resolved as quickly and effectively as possible. You'll be the first point of contact for our business customers, taking ownership of incidents from initial contact through to resolution while delivering an exceptional customer experience. You will quickly assess customer needs, gather accurate information, and use your strong communication skills to keep customers informed and reassured throughout their journey. You'll investigate and resolve incidents wherever possible, providing timely updates and ensuring every customer receives a professional and seamless service. Working closely with internal teams and external partners, you will coordinate activity, manage priorities, and drive incidents forward to achieve the best possible outcome. You'll take ownership of complex issues, using initiative and sound judgement to escalate where needed and keep resolutions on track. You will build strong relationships with customers and stakeholders alike, ensuring expectations are managed effectively and customers remain at the heart of every decision you make. You'll have previous experience working in a telephone-based customer service environment within the telecommunications industry, with a track record of delivering excellent customer experiences. You'll have a basic understanding of IP networking, switching and routing, including Cisco products, enabling you to confidently navigate technical conversations and support incident resolution. You will be a confident communicator, able to build strong relationships with customers and stakeholders while providing clear, professional updates. You'll bring strong customer relationship management skills, taking ownership of issues and ensuring customers feel supported throughout their journey. You will have excellent analytical and problem-solving abilities, using information and insight to assess situations and identify the best course of action. You'll be comfortable managing multiple priorities in a fast-paced environment, staying organised and focused while delivering against service expectations. You will have a curious and innovative mindset, always looking for opportunities to improve processes, enhance the customer experience, and contribute new ideas