VodafoneThree - Prime Resolution Agent

## Location: HomeBased Salary: £30,384 Working hours: Monday- Sunday, Shifts between 8am to 8pm- 4 week shift rotation- 1 weekend per 4 week rotation Duration: 1x perm and 1x 12 month seconded 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. Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT). ## What you’ll do * You will consistently deliver core KPIs in line with monthly scorecards, demonstrating strong performance against agreed objectives and expectations. * You’ll act as first-line point of contact for complex customer interactions and self-serve solutions, resolving billing, account management and technical queries efficiently and professionally. * You will take full ownership of customer queries through to resolution, with a strong focus on first-contact resolution and delivering an excellent customer experience. * You’ll manage escalated queries from frontline colleagues when issues fall outside their remit or skillset, ensuring timely and effective resolution. * You will use toolkit, remit and training effectively to resolve escalated cases, including liaising with wider business areas when required. * You will accurately records customer interactions, clearly documenting reasons for queries or escalations and actions taken to resolve them. * You will ensure full compliance with Vodafone policies and current legislation, including the Data Protection Act. * You’ll provide day-to-day operational support across the care team and wider leadership team as required. Who you are * You’ll demonstrate strong problem-solving and resolution skills when handling customer escalations. * You’ll be a proactive self-starter who takes full ownership of customer interactions, leading them confidently through to resolution. * You will show a continuous improvement mindset, with the ability to provide clear, constructive and supportive feedback. * You can effectively manage complex customer scenarios, demonstrate resilience and professionalism when faced with challenge. * You’ll be able to communicate confidently and collaboratively with other departments to achieve positive outcomes. * It would be desirable for you to demonstrate effective written communication skills, ensuring clarity and accuracy in all correspondence. * Ideally, you’ll have experience in a technical role, however this is desirable rather than essential and we encourage applications from candidates with transferable skills. ## 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