RRemoteville
VodafoneThree logoVodafoneThree

Prime Resolution Agent

Skills
Account ManagementContinuous ImprovementCustomer ExperienceCustomer InteractionData PrivacyData Protection ActDocumentation
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Strong problem solving and resolution skills
  • Ability to own customer interactions through to resolution
  • Experience handling complex customer scenarios
  • Resilience and professionalism under pressure
  • Confident and collaborative communication with other departments
  • Ability to provide constructive and supportive feedback
  • Desirable: written communication skills
  • Desirable: technical role experience or transferable skills

Nice to have

  • Proactive
  • Resilient
  • Professional
  • Collaborative
  • Customer-focused
  • Detail-oriented

Day to day

  • Act as the first point of contact for complex customer issues and self-serve queries, resolving billing, account management and technical problems quickly and professionally
  • Take full ownership of escalated cases, driving each customer interaction through to resolution with a strong focus on first contact resolution
  • Support the care team and wider leadership by documenting interactions accurately, liaising with other business areas, and ensuring compliance with company policies and data protection legislation

Hiring process

  • Background checks including criminal (DBS) and financial checks