a typical day at work involves taken calls from business customers resolving querys and issues of all nature
following call flows dealing with querys using billing systems backend systems ,credit check systems ,online systems, connection systems, retail systems. also i have learned to deal with querys of all nature from payg to corporate customers bill pay customers sme and soho customers landline and broadband customers i have also worked on retail support which supports store querys and issues.
i have learned everything from products and services to systems to customers needs and call flows. how to deal with irrate callers and be able to turn an irrate caller from a dictractor to a vodafone promoter. i have worked in vodafone for 6 & 1/2 years and expericed working in all departments and have learned all the products and services across the company which has resulted in myself been the customers first and last call of contact as i can resolve all querys which customers seem to like very much.
the management of vodafone is great very helpful and experienced
vodafone is a very team orientated enviroment and my co-workers are great and very helpful.
the most enjoyable part of my job is resolving a customers query especially when a customer is stressed or irrate or has a big issue or query which results in a great customer experience and they leave the call feeling like they dealt with someone who cared and who dealt with them in a very professional and productive manner.
t
Great place to work and develop, very good environment
Great working culture and environment. The company has some great individuals who contribute greatly to delivering on targets and team goals. I think it is a brilliant place to work as it is but it has the potential to be so much greater if key members are given recognition and reward for their efforts.In terms of progression it offers a good working platform to build and develop sales skills however opportunities for promotion can be limited.Staff turnover can be high as well as restructuring being a regular occurrence, I think more internal promotion would solve a lot of this as oppose to hiring senior managers from outside of the organisation as most have limited knowledge on day to day requirements and internal procedures. The long serving internal figures within are testament to the foundations of the hub and how well it has done, they offer a great deal of knowledge and ability to assist anyone looking to grow their skill set and grow into new roles and responsibilities.
ProsWork life and Culture are both excellent.Has some very good sales individuals.
ConsOpportunities to progress can be limited and re-organisation is a regular occurance.
I was warned but said I'd try it out for myself, Unfortunately this was a complete waste of time
Very poorly managed, no clear lines of demarcation, lacking in effective process and no SLA in place, just make things happen as you go type of job.
**The company lacked providing a clear commission structure**
Volatile Commission structure changes, sometimes mid month you will find out, which I'm sure you agree for someone in sales this is very demotivating.
***Not mentioned in interview***
Several Caveats are in place which must be achieved @ 100% to unlock any commission, coupled with the above leaves you wondering what if anything can you make next month.
**The training academy**
Unfortunately the product knowledge had huge gaps... I felt no one really understood the products but more sold on the basis of a price comparison rather than finding a solution for a client's pain points.
The team of BDM's in SME were predominantly very childish & unprofessional.. feels more like a call center job than a BDM role due to the culture you need to work in.
ProsVodafone paid mobile package
ConsVery long hours, unattractive commission package
A very serious preoccupation for details in satisfying customers and facing as well as possible their requirements.
A very well coordinated team and collaborative work groups.
My job means attention to details which mean verifying if a large set of rules are respected by the functionality involved in the billing process when migrated from old system to Amdocs system, my specific activity consisting in checks on the bills confronting the rules and the populated data in the new database system.
The management doesn't leave anybody aside and rythmically everyone has his or her saying in meetings which leads to a good update of everybody with relevant issues that affect all branches of the activity within the team.
The most enjoyable thing is finding defects even when certain pieces of software seem consolidated for long time. Also, the friendly environment creates an atmosphere of no stress and every step forward in improving the software responsible for the billing using the new system is perceived as a joy for everyone.
Answering inbound calls from customers within a specified timeframe. The enquiries ranged from issues with a customers bill, technical issues with broadband, amending customers package to include add-ons and dealing with any other issues customers may have regarding their accounts. Selling of upgrades and other Company services was also required. The timeframes required by the Company meant that a thorough response to the customers needs were not always given, although it was required by the Company, the targets were unrealistic. Many times customers would ring back with the same issues as the original issue had not be dealt with correctly due to time constraints. The IT systems were not efficient, but dealing with the customers was enjoyable and team members were very supportive of each other.
ProsTravel to work was only 30 minutes
ConsTime constraints on calls meant customers didn't receive a fair response
I gained extensive experience in sales and worked in a very competitive environment. Vodafone Ireland is the biggest telecommunication company in the market. I gained valuable experience in working in a technical sales environment and have experience in reaching aggressive sales targets. I also became an excellent people person as a result of working there and am able to communicate specific information in a way that caters for the target audience.
The hardest thing about my job with Vodafone was dealing with the realization that there was little or no chance of advancement from my position.
The most enjoyable part of my job was reaching and surpassing sales targets and getting the financial benefits as a result.
Micro managed poor hourly rate which never got reviewed. Unrealistic targets and empty promises. Toxic environment from the top down, loads of little clicks and anyone half good is expected to over achieve to make up for those not doing their job. Instant messaging used to communicate to you on your personal mobile! The roster is not done to work around you this is a lie, the benefits they refer to is €35 towards you mobile bill which is actually from Vodafone not Kelco. The staff turnover is laughable, alot of staff are in positions they shouldn't be in as they lack the required skills necessary to do their job. My advice is keep looking for another job do not fall for their lies
ProsCant think of any at the moment
ConsPoor hourly rate, unrealistic targets, toxic environment no culture. Little to no benefits
When I started in Vodafone as a sales advisor my targets seemed reasonable. Now over the last year or so the targets have been raised considerably. Each month the targets change at the discretion of upper management. The stress is not worth the wage if you're not making commission. If you do manage to hit your targets the commission is really good, but that is becoming increasingly difficult. The systems are completely outdated also. The platform used to make sales is full of bugs, ridiculously slow and often crashes completely. There's also no way to track your sales throughout the day, you have to keep track of them manually yourself. Management in my store have always been a pleasure to work with and it was a good work environment until everyone became stressed about targets.
No two days were ever the same. You either would start reading customer letters and calling them back regarding their queries or you were reading the internal customers emails (ie. customer services).
New ways of communicating with others, managing my work load and learning more about myself, I realised that I could challenge myself further.
Management were very approachable.
Co-workers were always available for help and very friendly.
The hardest part of my job was at the beginning when I was unsure of how to do my job properly, however, one day at a time and thanks to the training I got better and experienced.
The most enjoyable part of my job was the order processing and learning how to fix issues that customers had.
HO management just adds more and more workload , you have to manually track all sales ( working in retail and dealing with roughly 50 customers a day ) is not an easy task all because there is no internal system that keeps track of the sales / transactions , targets EXTREMELY HIGH , to be fair if you do somehow manage to get ur targets , comission is really good , but 9 times out of then not even close to achieve. There is no set KPI , they just change on monthly basis , put 10 things in a hat , pull one out , that's gonna be ur KPI for the month. I general if you wsnt a lot of stress for minimum wage , you should apply. People not taking their breaks so they would have a chance to hit targets. AVOID
ProsWork colleagues
ConsSystem issues, unrealistic targets, lack of 2nd level support, lack of escalation procedures
5.0
Enterprise Account Manager | Field Based | 2 Feb 2015
Great Company to Work for
I am a highly motivated individual with exceptional cross-functional management experience.
I have a broad range of skills including people management, account management, recruitment, recruitment branch management, sales and service management. I also have a deep understanding and experience of areas such as customer service, sales, retail, credit and collections, MI, scheduling, manufacturing, construction and utilities.
I currently work in the telecommunications industry, where I am a respected and influential member of the team.
Throughout my time at Vodafone I have won awards for my service and skills. I strongly believe that you are only as good as your team, and that a healthy performance comes from nurturing and growing your team enabling them to be the best they can be, every day without exception.
I am always looking for ways to improve myself, processes and procedures that don’t work or could be done better to give us continuous improvement and growth in performance and associated results. I am adaptable, flexible, calm and thrive on a challenge.
I love people management and my passion is developing people to be the best they can be. Providing constructive feedback continually is just as important as positive feedback – it’s how your deliver it.
Team work is key to success, and building the strongest team relationship is very important to me and to the success of my team.
Customer service is at the heart of everything I do, and I do not answer questions /
1.0
Customer Service Representative | Newark-on-Trent | 22 Jun 2020
Inconsiderate Liars - Read This
READ THIS FOR A FULL BREAKDOWN ON VODAFONE
First off, the bonus scheme - they tell you that you can get up to £2000 extra in bonuses but when they get your payslip they deduct from the bonus itself. Each month my bonus should have been £180 which they would tell me, but on the payslip it is deducted from and halved.
Second, employee mental health. They preach that they cater to it but don't, and especially during the Covid-19 pandemic where all employees were working from home. It was stressful being cut off from people, but they removed systems and processes to the point we couldn't do anything for customers and were frequently yelled at for not being able to do a simple thing we could have done before. It wasn't until six weeks in that they gave us alternate processes.
Thirdly, they don't treat their employees like human being. Some of the processes are poorly explained or subject to interpretation that it becomes so easy for an employee to make a punishable mistake. They talk about the severity of these issues but do nothing to make them easily avoided as they should be, and the employee pays the price, not the company. I have watched hard working people lose their jobs or put under more stress by the company for simple mistakes; breaking down in tears at their desks and where are management? No where to be seen. It's other colleagues having to step in to help before being yelled at for not being on the phones. There is no such thing as compassion at this compan
Μεγάλη προσοχή: Χειραγώγηση, gaslighting και εργασιακό bullying
Μεγάλη προσοχή σε όποιον πάει να εργαστεί σε αυτό το κάτεργο διότι οι άνθρωποι είναι αδίστακτοι. Αν και τις πρώτες μέρες σου διαφημίζουν ότι η Vodafone μια είναι σούπερ εταιρεία που σέβεται τον εργαζόμενο, στην πράξη αποδεικνύουν το ακριβώς αντίθετο. Προσπαθούν να σε χειραγωγήσουν με άθλιες μεθόδους και καταφεύγουν από την πρώτη μέρα σε gaslighting με συνεχή ψέματα, μια τοξική συμπεριφορά η οποία μπορεί να έχει συνέπειες στη ζωή σου. Το επικίνδυνο είναι ότι εκείνη τη στιγμή δεν το καταλαβαίνεις αλλά όλο αυτό μπορεί να επιδράσει με δυσάρεστο τρόπο στην ψυχολογία σου, σε σημείο να πέσεις σε κατάθλιψη.Το 99% των εργαζομένων δεν το καταλαβαίνουν και ποτέ, βάσει της εμπειρίας μου. Όλα αυτά, με μόνο σκοπό να σε χειραγωγήσουν και να σε κάνουν λάστιχο, να σε έχουν του χεριού τους ή, όταν δεν σε χρειάζονται άλλο, να σε απομακρύνουν. Το χειρότερο που χρησιμοποιούν είναι το εργασιακό bullying, το οποίο επίσης οι περισσότεροι δεν παίρνουν χαμπάρι διότι είναι νέοι στην πλειοψηφία τους. Προσπαθούν βασικά να έχουν όσο πιο νέους μπορούν στους χώρους εργασίας όχι μόνο για να βγάζουν μια νεανική εικόνα προς τα έξω αλλά για να τους εκμεταλλεύονται χωρίς πρόβλημα επειδή δεν έχουν την εμπειρία να ορθώσουν ανάστημα ή να αντιληφθούν τι συμβαίνει. Στα καταστήματα διατηρούν μόνο όσους μπορούν να ελέγχουν απόλυτα, δεν συνδικαλίζονται και δεν έχουν ζωή γενικά. Προσπαθούν να απασχολούν νέες γυναίκες αλλά όχι πολύ ωραίες, ώστε να διατηρείται η ομαλότητα στους χώρους εργασίας και να μην έχουν προβλήματα μ
Χειρότερη εμπειρία που είχα σε εργασιακό χώρο.
Μακριά από την vodafone, προτιμήστε οτιδήποτε άλλο, μη χάνετε το χρόνο σας και την ψυχική σας υγειά σε μπουρδο εταιρείες σαν και την Vodafone.
Δεν υπάρχει καμία μα καμία συνέπεια με τα όσα σου παρουσιάζονται στην αρχή, ότι όλα είναι τελειά, είναι εργασιακός παράδεισος κλπ. Στην πραγματικότητα μιλάμε για ένα κανονικό κολαστήριο. Κανένας σεβασμός στον υπάλληλο, δεν υπάρχεις σαν άνθρωπος, είσαι μόνο ένα νούμερο. Χρησιμοποιούν ηλίθιες / κουτοπόνηρες μεθόδους για να σε χειραγωγήσουν και καλά, προσβολές και ειρωνείες στο φουλ από team leaders που την έχουν δει θεοί, ενώ την ιδιά ώρα είναι πανασχετοι, κάνεις τους δεν έχει ιδέα να σου δώσει μια λύση ακόμη και για απλά πράγματα, 10 άτομα να ρωτήσεις θα πάρεις 10 διαφορετικές απαντήσεις, καμία συνεννόηση μεταξύ τους, δεν τους έλεγχοι κάνεις. (Υπάρχουν λίγες εξαιρέσεις αλλά αυτό και πάλι δεν αλλάζει την κατάσταση και την εικόνα, η πλειοψηφία των team leaders – supporters είναι καβαλημενα ψωνακια με υφος 100 καρδηναλιων και φουλ κομπλεξ, εντελώς άσχετα με το αντικείμενο, τεχνικές γνώσεις υπό του μηδενός ).
Δεν υπάρχει καν ουσιαστική εκπαίδευση, καμία οργάνωση, όλα είναι στον αυτόματο.
Παράλογες και τραγελαφικές διαδικασίες, ακόμη πιο παράλογες απαιτήσεις που δεν έχουν κανέναν μα κανένα ουσιαστικό νόημα και ακόμη πιο άθλια συστήματα - εξοπλισμός δεκαετίας 80!! (η τεχνολογία προχωράει αλλά η Vodafone αρνείται να το αποδεχτεί), να θέλεις να δουλέψεις και να μην μπορείς λόγω αδυναμίας συστημά
1.0
Technical Support Residential | Αθήνα | 20 Jun 2021
Τοξικό περιβάλλον εργασίας, μόνο το brand name είναι δυνατό!
Από πού να ξεκινήσω?
Μόνο αρνητικά μπορώ να πω για την εν λόγω εταιρεία καθώς στους 11 μήνες που έκλεισαν στην Vodafone ήταν σαν να μου έπινε το αίμα, ψυχολογικά είμαι χάλια από την 2-3 ημέρα εργασίας αν θυμάμαι καλά,
χαμηλού επιπέδου συμπεριφορά από τους Δήθεν Team Leaders, πόσο μάλλον από τους 2 Δήθεν supervisors που τα βλέπουν όλα ρόδινα και την Manager του τμήματος, σαν να είναι όλα φυσιολογικά και δεν υπάρχει κανένα απολύτως πρόβλημα και σε όποιον δεν αρέσει να παραιτηθεί.
Γιατί μιλάς 10 λεπτά με τον κάθε πελάτη ακόμη δεν ξεκίνησε η βάρδια σου και δεν έχεις τελειώσει καμία κλήση κάτω από 6 λεπτά?
Γιατί είσαι after call 2 λεπτά τι κάνεις?
Αυτά είναι η καθημερινότητα μας σε αυτήν την εταιρεία.
Να σχολιάσει κανείς το ότι κάθε τρεις και λίγο έχουν πρόβλημα τα εργαλεία των υπαλλήλων και δεν μπορείς να κάνεις σωστά την δουλειά σου?
Να σχολιάσεις τις αναμονές που έχει περισσότερο που αφορούν παράπονα των συνδρομητών παρά για τεχνικά προβλήματα?
Τις βλακείες που κάνει ο κάθε agent στους πελάτες και μετά ξαναπαίρνει, σε βρίζει και με το δίκιο του?
Να σχολιάσεις το ότι χρειάζεσαι βύσμα για να πάρεις άλλη θέση?
Είχα κλείσει 9 μήνες και έστειλα βιογραφικό για άλλη θέση και η απάντηση του Δήθεν HR είναι ότι βρέθηκε καταλληλότερος διότι οι δεξιότητες και τεχνικές γνώσεις του προσέγγισαν καλύτερα τις απαιτήσεις του ρόλου.(Το τι δεξιότητες και τεχνικές γνώσεις θα μπορούσε να χρειάζεται κάποιος για ένα τμήμα το οποίο αφορά πάλι εισερχόμενες κλήσης ένας θεός ξέρει). Την θέση όμως τ
A challenging and demanding role with good rewards.
My typical day was opening the store, completing daily tasks, such as cash management, stock reports and checks, accepting in deliveries and return products to the warehouse. Respond to daily communications such as sales figures, training requirements or other store requests for help and assistance. Would rely important information back to the store team. Supervise, motivate and train staff, under direction of manager. On several occasions ran the store inbetween managers coming and leaving the store and during annual leave. As well as effectively managing and delegating tasks, I also managed my own sales targets, gave great customer services, promoted, persuaded, negotiated and listened to customers about products and services. As superviser I would have to manage difficult situations with customers, trying to resolve issues straight away, as well as deal with staff issues.
The role changes depending on your level and how many hours you work. Began as a 16 hour trainee and grew and developed myself into supervisory level and full time.
Hardest part of the job is the constant pressure of targets, striving to achieve targets on a monthly basis. In addition working as part of a very small team of 5. If a personality clash occured, sometimes it is not possible to avoid that person in the way you can in a larger store or office with more than 5 team members. Found progression can be slow in many instances in getting to higher levels in the retail side, as with small teams you may
Proswell paid commission on top of wages, working as part of a team. always being focused
Conssales targets change every month. teams can be 'too' close knit.
The benefits you seemingly get working for Vodafone are wonderful, along side the positive attitude of everyone who works there, upon first encounter it seems like a wonderful place to work.
In all honesty, it is pretty great, at times, everything other than the physical job is wonderful, the way they take care of staff is lovely, and generally speaking everyone is there to help everyone and management is wonderful.
However, some of the elements that your job performance is entirely based on are things you can't control. For example:
- Those scores you get back after a phone call (the ratings that sometimes get sent out) are something that heavily monitors how successful you are in your job. The ones Vodafone typically send out are ratings for;
> Vodafone as a whole
> Service from the person on the phone
> System experience.
Now, only the 'Vodafone as a whole' score matters, you could be receiving constant 10/10's for the service you're providing and the system experience for the customer but those aren't counted or taken into consideration when looking at you as an employee. It's hard to change someones negative opinion of a company as a whole if they've encountered a lot of negativity in the past, no matter how good the one experience with you as a call taker was. Which, is unfair.
However, there's more, those surveys are sent out to everyone, even those who you can't gain account access for (without account access you can only really point them
ProsGood pay, wonderful internal staff and management.
ConsLong hours, long strings of shifts (6 days, with one day off), and an unfair review system.
been with the company for a few years, worked hard in different stores with a performance always above average, years later i'm still stuck at the bottom of the chain as a sales adviser. progress is way much more about politics and how you project yourself to others than based on actual personal achievements. this company prefers to reward unproven people and unlawful cowboys, instead of people who do the right things the right way that won't put themselves in front of others.
it's a sales job so there is quite a lot of pressure to sell and at the same time keeping the customers satisfied, which is incredibly hard as there are many different variables why customers won't be happy and the liability is on the adviser that gets to serve them. at the end of that you will be personally blamed, named and shamed as it impacts on store performance, even if you haven't done something wrong, doesn't matter.
considering that bonus is won and lost not only through sales but with customer satisfaction scores it makes the reward very random as you deal with 100s of customers a month and each unhappy one has a massive impact over your bonus pay. this often leads to deflation as you have to work on the edge most of the time to only seldomly get something in return.
the culture (depending upon managers and regional managers) is often not the healthiest as it hard sales more than ever, putting the advisers under high pressure to sell additional products every time someone comes to a
Ho lavorato in uno stand per circa un mese. Ci sono stati due colloqui, finiti (magicamente) a buon fine. Aggiungo un dettaglio: non mi è stata consegnata una copia del mio contratto di lavoro, però è stata anche colpa mia, che stupidamente non ho chiesto questa copia. In tutto ciò, sono stat* pres* in prova per un mese sentendomi dire "Devi solo avvicinare il cliente, che la chiusura del suo contratto telefonico verrà gestita dai tuoi colleghi più esperti". Come non detto: in pochi giorni pretendevano che io chiudessi contratti, sapendo a malapena le offerte (che cambiavano ogni due settimane) da proporre ai clienti. Comunque ho provato lo stesso a fare del mio meglio e ad avere più contatti possibili con la gente, fermando persone, chiacchierando con loro per cercare di capire i loro interessi e offrire loro il contratto migliore, ricevendo anche complimenti dai colleghi, che vedevano mi stessi impegnando. Però, già dai primi giorni, non sono stat* seguit* nemmeno dal "capo", che continuava a smanettare al telefono, mentre io ero sbattut* in mezzo alla gente, senza sapere che fare e che dire per avvicinare qualche cliente. Con colleghi, tuttavia, c'è sempre stato un rapporto più che buono e abbastanza sostegno dalla loro parte. Dopo neanche aver finito il mese di prova, un giorno, alla fine di un mio solito turno, sono arrivati i responsabili dello stand a dirmi che dovevo dare le dimissioni, perché non ho raggiunto gli obiettivi iniziali di tot contratti. Tutto bene, avevo
Customer Relations Representative | Scotland | 21 Mar 2018
Dreadful disorganised company with no focus on training people correctly
They put you on a 3 week training program where the first week is one where they give you a week long propaganda advert of how Vodafone is all about the customers and taking care of their employees. 2 weeks is spent on roleplay and group/team exercises and with little or no focus upon learning the complicated and temperamental system they use called "Siebel".
You then go into a crash course known as "Gradbay", which is designated in a disorganised way where a large group of trainees are thrust into a call centre environment to struggle their way through live calls with little or no idea how to use/navigate their way through the system and constantly having to put customers on hold to ask questions to a floorwalker for clarification, when that same floorwalker has about thirty other trainees asking for the same help and assistance.
Basically you are set up to fail in a job before you have even began. You find that the entire premise of the job is to fob angry customers off with paltry sums of money and apply them as "credits" to their accounts and expect them to accept it and go away in order to stop them taking it further to the Ombudsman.
The hours are an endurance test where 8-10 hour shift patterns drain you of any enthusiasm you initially had for the job at the beginning and any guidance you ask from other more experienced staff is generally met with derision as it is interpreted as a "weakness" rather than something to work on and improve.
It is a shame t
ProsDecent employee benefits and salary is good.
ConsPoor training, ridiculously long and stressful shifts, outdated computer system, unhelpful and unapproachable team leaders, no focus on developing new trainees
Questions and answers about Vodafone
What is the promotion process like at Vodafone?
Asked 24 Nov 2022
There isn’t one only the favorites get promoted
Answered 15 May 2023
Slow
Answered 9 Apr 2023
What should you wear to an interview at Vodafone?
Asked 6 Jun 2017
I would wear a jacket , pants & respectable top with low shoes .
Answered 14 Jul 2018
Just lie wear a suit and pretend to be a something important
Answered 17 Sept 2017
How often do you get a pay rise at Vodafone?
Asked 24 Nov 2022
You don't
Answered 28 May 2023
not unless you change roles internally
Answered 13 Feb 2023
What is a typical day like for you at the company?
Asked 9 Nov 2022
Management unfair
Answered 7 Apr 2023
customer retention
Answered 1 Mar 2023
What is the dress code at Vodafone?
Asked 9 Jul 2019
jeans and branded polo shirt
Answered 17 Jul 2022
Casual, some wore tracksuits some wore suits and everything in between
