Customer Excellence Associate

Location: 123 St Vincent Street, Glasgow G2 5EA + Hybrid Working

Salary: Excellent basic salary plus bonus and benefits 

Working Hours:  Full time 37.5 hours per week – Mon to Fri 

Duration: 6 months FTC

Who We Are 

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today. 

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress. 

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves. 

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work. 

Why VodafoneThree 

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last. 

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country. 

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone. 

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started. 

*Hybrid 

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team. 

SMARTY's on an unprecedented growth journey. SMARTY has gone from being a start-up to entering the next exciting phase of its journey as a scale-up.

Our mission is to bring fairness & transparency to the UK mobile market by being the connectivity brand that stands out for being simple & honest. Hot on the heels of our success in growing the business, we now need to add more amazing people to our team in all areas of SMARTY for the next exciting chapter in our success story.

SMARTY's a great place work - oodles of passion sit within a small, engaged team. Best of all though, we're wholly owned by Three which means we can lean into our parent organisation when we need to whilst still standing on our own two feet to deliver for our customers. Your focus will be to deliver an exceptional customer service that sets SMARTY apart from its competitors.

Do you want to be part of an exciting dynamic business?

This is an exciting opportunity to be at the front line for SMARTY, chatting with all our customers via Social Media channels, Community, Voice/Email and dealing with any customer complaints over a 7-day shift pattern during office hours adopting a hybrid working environment with 2/3 days in either our Glasgow and the remainder working from home.

• Answer SMARTY customer queries while delivering a service which makes our customers feel valued.

• Be the customer Excellence representative delivering a service which makes our customers feel valued.

• Manage our Complaints, VOICE, Community and Social Media queries in a timely and efficient way.

• Support customers to encourage future self-serve.

• Play a key part in leveraging the VOICE of the customer to drive continuous improvement.

• Implement processes and procedures in the operation that provides first contact resolution.

• Adhere to all compliance and regulatory processes and procedures.

• A positive, can-do attitude will help you flourish in this role and you'll be a real team player.

• Support TL as and where appropriate to ensure we deliver a great Customer Experience at every touch point.

• Experience within Customer care/Service –Knowledge/prior experience of complaints handling, Ombudsman/Ofcom knowledge an advantage.

• Demonstrated experience answering customer queries and delivering excellent Customer Service in a confident manner.

• Knowledge of Social media platforms an advantage.

• You'll have excellent English language skills and confident telephone manner.

• You'll be computer literate and confident using excel and Microsoft Office.

• Experience with Intercom, Khoros, Genesys and Lifecycle/Jira systems preferable.

What you'll receive in return…

• A performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• .... Plus lots more including wellbeing and learning & development benefits!

Reasonable Adjustments

We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process

We’re committed to supporting you throughout every stage of your journey with us. If you need any additional support in your online assessment or interview, please contact the recruiter directly or email jobs@three.co.uk