A typical day for me presently starts around 8am going through the list of work that has been emailed into an amalgamated work queue from a number of different inboxes. Initially clearing the junk and spam mail that tends to slip through the gaps, it's straight into it.
Working with both internal and external customers of Vodafone, I'm dealing with enquiries relating to connection, hardware, usage, billing, network and everything in between.
As part of this with a changeover of team management to a different location I have also decided to monitor the "Failed Delivery Notifications" coming from emails that for a variety of reasons haven't got to where they are going, and raising feedback to both my colleagues and my superiors to make sure that the customer is not left hanging due to a missing email.
Over the past 7 and a bit years with Vodafone and a little over 2 years in my current field of work, it has placed an emphasis on managing ones own workflow. Prioritising enquiries, managing multiple requests from different sources to get them completed to the best outcome for both the customer as well as the business.
There are a few tough times where due to various launches SLA is nigh on impossible when the workload increases by a 4-500% overnight. The iPhone releases are a perfect example where we can go from receiving 75-90 requests overnight to in excess of 350 requests overnight. But there also the quieter times where you can really spend those few extra moments
Once a great Job but things have been declining for a while now...
Originally the job was great, Pay was good, Commission was great, and the culture was fantastic. over the past 12 months Vodafone has been on the decline. Removing employee benefits, Increasing the workload and lowering commission. Excelling at your job no longer rewards you to the same degree, My pay was effectively cut by ~6-10 thousand a year due to kpi and commission changes. The company started enforcing questionable policies and Customer care began sending any issues they didn't want to deal with into stores. Despite stores having limited to no power. Forcing employees to spend less time fulfilling their sales duties (which is the only way to get commission) and more time on the phone trying to resolve issues for customers that the stores having nothing to do with. The one positive thing I can say is Most of the store managers and almost all of the Assistant managers are fantastic and actually care about their employees. I've had nothing but considerate managers who are understanding with personal and sick leave. Territory managers however are terrible and are out of touch, they will question your knowledge directly in front of customers, Inform the customer of something themselves only to realise afterwards they were wrong and leaving the stores to find a way to "make it work". Majority of Staff are friendly however due to the competitiveness of the job you'll get thrown under the bus by your co workers if they can advance the corporate ladder in any way.
Incredibly inept management team that has more politics than parliamrnt. Always a nonsensical reason to keep you at bay from progression. Favouritism.
Worked there for a year and half and overall Vodafone retail were such a disorganised, incompetent, demotivating and unsupportive organisation throughout my time it beggered belief. There seems to be a highly political culture within the senior retail management team and a lot preferential treatment and favouritism which hindered your progression. I saw so many people with less experience and skills getting promotions whilst I was always told I wasn't good enough because I didn't want to play their little political game and be a sycophantic.
Waste of labour, poor training from sales coaches, lack of homogeneity in sales and leadership processes and a glaring lack of structure to their everyday operations.
Culture of lazy staff which isn't helped due to unnecessarily high number of staff being utilised. Just one of many examples of poor resource utilisation hence why Vodafone are in so much debt now as well as the poorly conceived 36 month plans they thought was a good idea.
Real shame because Vodafone as a brand is fantastic perhaps just not the same In Australia.
ProsGood brand reputation and there are some really good professional people in the company
ConsDo not consider vodafone if you are a fantastic professional. You get overlooked
Average place to work. Average benefits, but work is good.
The network is very unpredictable, thus working in the "NOC" is full of surprises. The average day at work deals with monitoring of alarms, resetting mobile sites remotely and also via ASR routers. Escalation of faults to Resolver groups and also to Downer Engineering if a site visit is required. Notifying the business of the progress of the faults. Learning is an ongoing process because of changes in technology ( FUN and interesting ). Previous management was great, with new management time will tell, so far things have been smooth. My co-workers are good people to work with, because of shift rotation we develop a strong bond, because we can relay on each other. I cannot really point to anything specific being difficult about the job. It is like being in the 5th gear, once you in cruise mode it is smooth sailing all the way. Learning new technologies and applying it to the job. I love to learn about new technologies.
ProsMedical and employee saving plan ( retirement )
No proper direction. Operate in a reactive, panic mode most of the time.
Urgency is there most of the time and the time spent for evaluation of better methodologies experienced in most of the other organisations is not seen.
Team work is minimum and general managers are going in different directions. Many delays in decision making and still the decisions do not seem to work properly.
Most of the other employees seems to be capable, however, they are not motivated sufficiently to deliver their best. Most of the middle mangers lack soft skills.
Co-workers in the same section are easier to work with. Workers in some other areas are extremely difficult to work with and it is normally the hardest part of the job.
Most of the functions are out-sourced and most of the time is spent on governing the out-sourced parties, though it is challenging it is the most enjoyable part of the job.
Prosyou learn to work under extremely difficult situations and still achieve.
Consworking long hours in a stressful environment.
Productive, exciting place to work, supportive team members, good atmosphere to work.
I learnt many new skills in terms of social skills and customer service that has effectively boosted my confidence whilst improving my everyday interactions at a professional level. My work days at Vodafone started at a gradual speed and gave me plenty of time to fit in and assort myself accordingly within the team. The supportive colleagues and exciting atmosphere made work seem much more enjoyable and comfortable. Hardest part of the job is maintaining a smooth attitude and presenting yourself appropriately to each and every customer. the most enjoyable part of the job would be the satisfaction of achieving goals and completing tasks to ensure success.
ProsLong lunch breaks, supportive and understanding team members, location, travel time from my house.
ConsTiring, mentally exhausting and training is a long process.
As one of the top retail sales professionals, I sold mobile phones to customers from all backgrounds in a busy CBD location. I was always patient and courteous to all my clients and always acted in a professional manner. My role required me having an intricate knowledge of all the products we sold, including the plans we offered. My other roles included cash handling, balancing the register and opening and closing the store. During my time at the store I built and maintained strong business relationships with management and my clientele. My success and ability to easily meet targets led me to becoming one of Vodafone’s top sellers in the state of Victoria. I was also known as ‘queen of the up - sell’ in store.
Well paid and good perks. NO work/life balance in management postion
Worked at Vodafone for a few years, being a fulltime sales associate was probably where i should have stayed as good money if you do well in sales and management usually treat the high performers like a god. Moving into a management role no real guidance or support, constantly have to be available to staff even on days off. Overtime is EXPECTED and a lot of it would usually work 45-46 hours only paid for 37.5 hours. Targets forever increasing. attending meetings to head office is compulsory even when you live over 70KM away and don't get paid any travel allowance. Would recommend for uni students as potential to earn good money as part time sales associate
A typical day at work consisted of resolving customers issues (billing, default listing, closing deceased accounts). I learnt how to manage disgruntled customers, privacy act (every 12 months), the entire collections proceedures to name a few. I liaised daily with managers internally and dealt with managers of our DCA (debt collection agencies - external). The hardest part of the job was dealing with families of those who were deceased as well as investigating issues with defaults that VHA (Vodafone Hutchison Australia) had listed. The most enjoyable part of the job was the satisfaction of resolving disputes by getting the best outcome for customer and VHA and people that I worked with.
Prosfree mobile phone, executive lunches, monthly birthday cakes
i loved working for Vodafone, there was always something different and something to motivate you!
The culture is brilliant!
However, a new territory manager came in when i was working there and broke up many good teams and curbed a lot of our incentives. In addition, he threatened to fire us if we failed to hit KPI'S for 3 months , he failed to take into account store traffic.
He made working there toxic but the good news he has been fired now! Vodafone with a brilliant territory manager is a place i would snap someones off to work in!
ProsGood culture, changing work environment, good commission with a good territory manager, good store managers, good support
ConsVolatile management, store traffic isn't factored into KPIS
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 /
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
Technical Support Residential | Αθήνα | 20 June 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
Why did you leave your job at Vodafone?
Asked 28 Mar 2017
Got fired for upgrading my own phone
Answered 22 Feb 2019
This was only a short term contract as the company operations were moving to another country.
Answered 28 Oct 2018
Do trainers get paid for training at vodafone?
Asked 21 June 2017
Yes they do
Answered 18 Aug 2019
Yes but you dont receive the full amount during the training at Vodafone
Answered 26 May 2019
What should you wear to an interview at Vodafone?
Asked 27 Feb 2017
Smart / casual I would say for most of our positions - we want you to feel comfortable!
Answered 31 Mar 2021
Answered 15 Sept 2018
How about the degital interview?Is it difficult?
Asked 15 Nov 2017
Easygoing has rewarded for his work on a range and has a great outcome in his friend and I
Answered 13 June 2022
No it was not difficult.
Answered 28 Oct 2018
What is the minimum and maximum age to work?
Asked 5 Feb 2021
Hard working and hard to work with and work with you and your team was a great success and you implemented it with
Answered 13 June 2022
No maximum age, all we ask is that you are over 18 to work in our Retail Stores.