Job Description

When it comes to putting people first, we're number 1.
The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.
Role Purpose/Business Unit:
We are looking for two Senior Consultants: Business Ops Support. To provide support, drive problem resolution, share knowledge, maintain relationships, support and manage partners accounts, meet strategic targets, to function as a specialised one-stop shop philosophy to our customers.
Your responsibilities will include:

• Maintain all strategic targets
• Drive self-service opportunities by way of automation and other available technologies
• Receive and analyse service requests, close the loop by implementing the most appropriate solution
• To co-ordinate & drive issue resolution with partners & internal counterparts in accordance with policies and procedures within allocated timeframes.
• Provide regular and accurate feedback to internal and external partners.
• Monitor the performance of all relevant parties to ensure that agreements are honoured
• Drive iNPS participation, monitor and improve performance (Internal Net Promoter Score),
• To establish and maintain a culture of continuous improvement to consistently improve our service offering to our partners
• To build and maintain optimal relationships with internal & external key stakeholders
• Conform to ITIL Service Management Standards
• Recommend, implement & drive operational service improvement projects.
• Churn management- Deploy a proactive strategy to retain a base at risk.

The ideal candidate for this role will have:

• Matric is essential
• Relevant Certificate / Diploma is optional 2-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients and or Indirect business partners - essential
• Knowledge of Data Applications
• 6 months support account management experience is an advantage

OR

• Matric is essential
• 3-5 years in Telecommunications industry in customer service environment dealing with Business Corporate Clients and or Indirect partners - essential
• Knowledge of Data Applications
• 6 months support account management experience is an advantage

Core competencies, knowledge and experience:

• Inter-personal Skills are essential
• Conflict Management Skills are essential
• Excellent Communication (Written & Verbal) Skills are essential
• Negotiation Skills are essential
• Analytical Skills are essential
• Decision making Skills are essential
• Business report writing
• Business Relationship Strategy (Networking)
• Time Management Skills are essential
• Planning Skills are essential
• Administrative and organisational skills
• Leadership Skills are and added advantage
• Project Management( Foundation) Skills- are and added advantage

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: 08 October 2025.
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.
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people's individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

Skills Required