Senior Specialist: Operational Support

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## Role Purpose/Business Unit:

Operational support with primary focus on improved customer experience, escalation management and driving cost efficiency

## Your responsibilities will include:

• Customer Query Resolution: Serve as the primary point of contact for all VB-related network coverage queries.
• Escalation Management: Channel complaints to the relevant stakeholders within Network Operations to enable swift resolution.
• Relationship Management: Build and maintain positive client relationships to foster loyalty and ensure high levels of satisfaction through regular engagement, including with all Tier 1 VB customers.
• Reporting and Analysis: Compile daily and monthly reports on client issues, trends, and service bottlenecks, and conduct root-cause analysis for management.
• Technical Assistance & Support: Provide first-line support for service activations, troubleshoot issues, and offer guidance to customers and internal teams.
• Support VB projects: In liaison with Property, Project Management and regional teams
• Customer Experience Improvement: Drive step-change improvements in customer experience across both consumer and enterprise segments.
• Technology Resilience Programme: Manage projects within the Technology Resilience programme, ensuring execution in collaboration with regional teams and key stakeholders.
• Cost Optimisation: Identify and implement opportunities to contribute to cost savings, and support all divisions under Network Operations

## The ideal candidate for this role will have:

• 3-year National Diploma or Degree (NQF Level 6/7) in Computer Networks or Computer Science, Operations Management, or similar field
• Minimum of 5 years’ experience in customer query resolution, network operations support, service management or related telecommunications environment.
• Communication or Public Relations.
• Business Management or Administration.
• Marketing Management

Core competencies, knowledge and experience :

• Excellent Communication: Strong verbal and written skills for effective interaction.
• Problem-Solving: Ability to analyse issues and provide effective solutions.
• Interpersonal Skills: Ability to build rapport with clients.
• Organization: Maintaining records and managing high-volume workloads.

AI-Enabled Leadership and Delivery

• Demonstrates the ability to identify, evaluate and implement technology, automation and AI opportunities that improve team performance, operational efficiency and business outcomes.
• Creates an environment that encourages innovation, experimentation, continuous learning and responsible adoption of emerging technologies.
• Leads teams through evolving operating models and technology-enabled transformation, building capability and readiness for future workforce requirements.
• Tracks and delivers measurable business outcomes from digital, automation and AI initiatives through effective prioritisation, governance and benefits realisation.
• Demonstrates AI fluency and literacy through the ability to effectively use, evaluate and govern AI-enabled tools and solutions, applying them responsibly to improve business outcomes, productivity and decision-making.

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We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 18 September 2026

The base location for this role is Vodacom Midrand Campus.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.