Fixed Complaint Management Advisor

Role purpose: This role is responsible for handling consumer’s technical complaints for Fixed line & 5G service in coordination with Vodafone technology partners and other stakeholders in the business. This role is also responsible for all planned/unplanned communications for the customers. With having strong understanding of FTTx fulfilment models, 5G Service, the person on the role needs to focus on tracking and reporting fixed KPI’s – understanding top challenges/ opportunities, and work with cross functional teams to bring continuous improvement. To train and on-board new field partners to support fixed complaints, the role is to follow up with commercial teams/ finance on getting POs raised based on monthly consumption rate and work with multiple fibre teams – QNBN, Technology team to resolve connectivity issues.