VodafoneThree - Incident Snr Specialist

## Location: Stoke-on-Trent Contact Centre \+ Hybrid Salary: Excellent basic salary plus bonus and Vodafone benefits Working hours: Full time 37.5 hours per week – Monday to Friday 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. ## 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. Be a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference. ## What you’ll do You’ll step into a career-defining role at the heart of a transformation—helping to shape the UK’s largest mobile network provider. As part of Channel Operations within Consumer Operations, you will play a critical role in delivering exceptional customer experience by ensuring our digital channels run smoothly, efficiently, and with minimal disruption. You’ll be the connector between technology, operations, and customer-facing teams—making sure the right actions are taken at the right time to support both our frontline teams and customers. In this role, you will: * Monitor digital channels, campaigns, and systems to quickly identify issues and minimise impact on customer and frontline experience * Lead and coordinate incident management activities, ensuring issues are resolved efficiently while keeping stakeholders informed at every stage * Act as a key escalation point for frontline teams and senior stakeholders, making confident decisions when it matters most * Partner closely with IT, suppliers, and operational teams to resolve incidents and maintain service availability * Take ownership of post-incident reviews, driving continuous improvement and preventing future disruptions * Ensure operational processes are delivered in line with SLAs, keeping data accurate, up to date, and actionable * Continuously analyse performance trends and identify opportunities to improve processes, reduce demand, and enhance customer experience * Build strong working relationships across internal teams and external partners to deliver a seamless service * Support leadership with insights, updates, and recommendations to improve operational performance and customer outcomes Who you are * You have experience in a frontline, back-office, or support role within a digital or customer-facing environment * You understand digital and IT systems (e.g., Siebel, BRM, ATG, OSM, or similar platforms) and how they impact customer journeys * You are confident managing incidents and working under pressure, with the ability to prioritise and make quick, informed decisions * You bring strong analytical skills, with the ability to interpret data, identify root causes, and drive solutions * You communicate clearly and confidently, adapting your style to engage stakeholders at all levels * You are highly organised, with excellent planning and time management skills * You build strong relationships and influence effectively, even in high-pressure or complex situations * You are proactive and continuously look for ways to improve processes and enhance customer and frontline experience * You are comfortable working with performance metrics, SLAs, and KPIs, ensuring targets are consistently met * You are a collaborative team player who thrives in a fast-paced, evolving environment ## 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-Hybrid