Who we are VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. VOIS #BeUnrivalled #CreateTheFuture About this Role We are seeking a Customer Resolution Specialist to provide real-time support for customer queries and escalations, ensuring exceptional customer experience and operational efficiency. This role involves driving key performance metrics related to customer satisfaction, productivity, compliance, and quality. You will also identify learning opportunities for teams, coach agents, and lead by example in promoting Vodafone's values and culture. What you will do Act as a technical support resource for the team, handling complex queries and escalation calls. Conduct call listening and manage customer interactions to close feedback loops on tNPS via Medallia. Support service levels by taking calls when required and provide coaching based on performance insights. Drive NPS, FCR, and quality metrics through continuous team support and process improvement. Participate in weekly and thrice-weekly calls with partners and product managers to analyse detractors and suggest improvements. Assist in partially training new team members on process knowledge. Who you are Excellent communication skills with the ability to engage internal and external stakeholders effectively. Strong organisational skills and ability to manage multiple priorities under tight deadlines. Passionate about delivering outstanding customer experiences. Skilled in coaching and mentoring team members. Technical and Professional Requirements: Advanced analytical and data interpretation skills. Strong problem-solving and decision-making abilities. Proficiency in Excel and PowerPoint. Minimum 12 months' experience in an Irish account and excellent product knowledge. Previous experience in CXX is an advantage. Not a Perfect Fit? Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best. What's in it for you Opportunity to influence customer experience and operational excellence. Exposure to strategic planning and cross-functional collaboration. Professional growth through coaching and leadership responsibilities. Work in a dynamic environment that values innovation and continuous improvement. What skills you will learn Advanced customer experience management techniques. Coaching and mentoring strategies for team development. Analytical skills for performance improvement and detractor analysis. Stakeholder engagement and process optimisation. VOIS Equal Opportunity Employer Commitment Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background. Join Us At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. Alert Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud. JDEnhancedByTARA Follow us on social media and #StayConnected LinkedIn Facebook Instagram You can also chat with our employees to learn more about our projects: Click here