Cc Trainer

**Description**:
The Customer Care Lead provides expert knowledge to drive the delivery of customer services activities enabling exceptional customer service standards, in line with Vodafone
- s policies and processes.The Customer Care Lead focusses on delivering activities that provide customer service solutions to callers in an efficient and professional manner, and drive customer loyalty, NPS and sales in line with Vodafone
- s strategy.Typically reports to the Senior Customer Care Manager.

**Job Responsibility**:

- Identifies trends, suggests improvements and ensures the execution and delivery of defined KPIs (including NPS and sales targets) across the area of responsibility and aligned to the wider Vodafone strategy;
- Actively participates in activities and projects that improve the quality of services and helps to improve KPI achievement;
- Builds strong relations and works closely with internal stakeholders, collaborating with other departments to improve/change current procedures, in support of better customer experiences and provides feedback on existing products and services;
- Accepts feedback and suggestions to develop and improve customer experience in respect of call trends / drivers and identifying process improvements;
- Advises the Team Leaders in managing requests/issues/questions that have not been resolved at first contact;
- Uses best practice knowledge to provide thought leadership based on analysis of factual information to select appropriate course of action to resolve problems;
- Demonstrates good knowledge of Vodafone products and services, policies and systems in order to effectively manage customer expectations and resolve questions/issues/requests;
- Acts as an advocate of Vodafone, protecting the reputation by following Vodafone
- s Brand Tone of Voice;
- May provide informal guidance to junior staff.

**Skills**:
Digital Advocacy

Customer Journey Knowledge

Ownership

Building Rapport

Resilience

Expert Advice

Communication

Empathy

Leading Organisation Culture and Change

Customer Experience (CX) design

Strategic Mindset

Product and Service Advocacy

Service Delivery Excellence

Digital Enablement

Customer Service /Resolution

Customer Centricity

Objection Handling and Negotiation

Opportunity selling

Service and Delivery Management