VodafoneThree - Performance Specialist

## Location: Homebased Salary: Excellent basic salary plus bonus and Vodafone benefits Working hours: Full time 37.5 hours per week – Monday to Friday Homebased Our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are. ## 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. Join our UK Networks team, where we’re continually building and enhancing our network, connecting millions of people and businesses across the country. Be part of the team that makes it all happen – simplifying, automating, and bringing better connectivity than ever before, with giga-fast speed, to our customers. ## What you’ll do This role exists to build scalable frameworks so performance does not degrade as demand increases. Performance Specialist team are there to deliver exceptional performance for our customers by driving excellence throughout our Customer Fulfilment teams. Main responsibilities: * Identify opportunities to improve the customer experience through data insight, automation and process improvements. * Work closely with VodafoneThree technical teams and 3rd Parties to enhance the customer’s experience and look for ways to continually improve service. * Maintain a clear and current understanding of Customer Fulfilment key performance indicators (KPIs), recognising trends and challenges, and identifying the underlying causes. * Maintain awareness of changes across Customer Operations which may impact performance and highlighting these where necessary. * Act as a reliable support partner to respective Operations Managers, contributing to the improvement of key performance indicators (KPIs). * Implement improvement action plans for key metrics to enhance efficiency, productivity, and overall performance. * Utilise new support tools and systems to identify opportunities for better reporting, analysis and data visualisation. ## Who you are * Strong experience in customer fulfilment, service operations, or customer experience roles within a complex, high‑volume environment. * SQL experience * Power Platforms highly desireable * Strong analytical & performance competencies, especially problem solving, pattern recognition, data synthesis * Experience of driving operational improvements involving multiple stakeholders and teams. * Confident stakeholder manager, able to influence senior leaders using data‑driven narratives and clear business cases. * Solid understanding of operational performance metrics and how they link to customer outcomes. * Comfortable operating with ambiguity and balancing multiple priorities simultaneously. Worried that you don’t meet all the desired criteria exactly? We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in. ## What we offer We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies. Need to Know We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/reasonable-adjustments/) for guidance. We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements. During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you. ## #VodafoneThree #LI-Remote