VodafoneThree - Service Executive

The Service Relationship Management team, part of the UK Enterprise Major Business function, own the service relationship within nominated customer accounts. Maintain existing Customer revenue and understand the impact of churn events. Drive continuous service improvement and service development , increasing customer satisfaction and Net Promotor Scores (NPS) Accountable for maintaining an industry leading end-to-end service experience for aligned customer(s) Accountable for delivery of customer's contractual service deliverables, including service levels, reporting etc Driving the performance of operational teams to support in-life service delivery to customer. Owns the relationship with key customer stakeholders for in-life service. Hybrid Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are. The Service Relationship Management team, part of the UK Enterprise Major Business function, own the service relationship within nominated customer accounts. Maintain existing Customer revenue and understand the impact of churn events. Drive continuous service improvement and service development , increasing customer satisfaction and Net Promotor Scores (NPS) Accountable for maintaining an industry leading end-to-end service experience for aligned customer(s) Accountable for delivery of customer's contractual service deliverables, including service levels, reporting etc Driving the performance of operational teams to support in-life service delivery to customer. Owns the relationship with key customer stakeholders for in-life service. Maintain close engagement with associated sales teams. When required take real time responsibility for service escalations or major customer incidents Customer intimacy: demonstrates an insighjt into the customer's way of thinking. Able to articulate the customer's perspective in a straightforward way. Ability to carry out trend analysis of key data metrics to identify and address service performance issues. Ability to work under minimal supervision, as well as handle difficult and sensitive situations by making sound and independent judgements against competing deadlines. Ability to lead and drive internal/external customer meetings. Capable of managing escalation both internally and externally where service has not met expectations Ability to build positive relationships internally and externally. Ability to effectively communicate with key customer and operational support contacts sharing knowledge and best practice. ITIL Foundation Certification, ITIL Service Lifecycle qualifications desirable Desirable: PRINCE2, Lean, Six Sigma, APM Customer intimacy: demonstrates an insighjt into the customer's way of thinking. Able to articulate the customer's perspective in a straightforward way. Ability to carry out trend analysis of key data metrics to identify and address service performance issues. Ability to work under minimal supervision, as well as handle difficult and sensitive situations by making sound and independent judgements against competing deadlines. Ability to lead and drive internal/external customer meetings. Capable of managing escalation both internally and externally where service has not met expectations Embraces a Continual Service Improvement culture Ability to build positive relationships internally and externally. Ability to effectively communicate with key customer and operational support contacts sharing knowledge and best practice. ITIL Foundation Certification, ITIL Service Lifecycle qualifications desirable Desirable: PRINCE2, Lean, Six Sigma, APM