_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.
Over 29,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.
Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.
To ensure that communications from Vodafone to each customer are informative and timely and keep the customer fully informed while fulfilling any legal and commercial obligations. Communications will be by customer specific letters that may be sent physically or virtually, plus use of SMS in some cases.
To provide reporting on progress vs planned communications and to manage and follow up on responses from customers as a consequence of a contact being made.
Drive continuous improvement to the PLM framework – including refining the various PLM “journeys” and project artifacts.
Creation of communications plan for all impacted customers along with variants for a given customer cohort
Define customer message templates and ensure are reviewed and signed off across the business before being bespoked for each customer
Management and verification of customer contact details and contacts made, as well as responses received and if actioned
Sending of the communications material via external agencies or direct via email and SMS, where possible in bulk to maximise effectiveness
Response to individual customer queries, checking that any answer may need internal sign off, and responding back to customer
Ability to use tools in MS Word to manage document share / review and to build customer specific comms using Mail Merge
Ability to manage own work and work to fixed deadlines once agreed, enthusiasm for process improvement
Use of Vodafone tools and MS Excel to enable planning and tracking of work at a detail level
Excellent written communication skills and an eye for detail to ensure accuracy of documentation
Highly adaptable in a fast changing business environment with a passion for going above and beyond
Comms plan is agreed and adhered to
Overall process adopted reflects the most efficient way to achieve goals
Feedback from customers reflects positive experience and that comms message was clear
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