[Hiring] Team Leader @Vodafone

Role Description

The role provides visible day-to-day leadership, ensuring colleagues understand expectations, receive regular coaching and support, and are empowered to take ownership of customer outcomes. The Team Leader is accountable for creating an inclusive, high-performing environment while balancing customer experience, colleague development, quality and operational performance.

• Full line management of up to 12 direct OSA reports
• Providing people with proactive business direction with day-to-day tactical guidance as required
• Promote the Onsite vision and coach the Vodafone behavioural drivers across the team
• Responsible for the personal development of people within your business area - including training relevant to the VF customer service role and direct customer needs/expectations for value add in the Onsite space
• Establish basic measurement which creates visibility of individual and team performance, and which promotes best practice across all teams
• Manage underperformance and misconduct including absence, efficiently and effectively with use of triggers and audit trail / appropriate HR/ Ops manager input to ensure all parties are happy with the level of progression in each case
• Provide basic monthly management report to Ops Manager on time and to acceptable accuracy. On occasion, manage the rollout of onsite advisors to existing customers
• Deliver practical ideas and improvements to the business and customer service space
• Work with Ops Manager and peer group to deliver wider business plan enablers

Qualifications

• Good analytical, planning, organisational skills
• Experience in successful people management
• Strong communication and decision-making skills – ability to balance conflicting interests
• Very good understanding and ideally experience in Service and/or Onsite Management
• Excellent coaching skills and detectable success in leadership
• Empathy to deal with sensitive issues
• Intermediate understanding of VFs products/systems and services

Requirements

Worried that you don’t meet all the desired criteria exactly? We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

Benefits

• Great pay and bonuses
• Up to 28 days off plus bank holidays
• Paid time for charity work
• Personalised benefits for you and your family, like discounts, vouchers, and a pension plan
• Amazing learning tools for career development
• Top-notch parental leave policies

Need to Know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.