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VodafoneThree - Incident Specialist

Vodafone -
Stoke-on-Trent

Apply Now

Job details

Full-time
11 days ago

Benefits

Company pension
Employee discount
Paid volunteer time

Qualifications

Sales
Continuous improvement

Full job description

Location: Stoke-on-Trent Contact Centre
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week – Sunday to Monday shifts between 7 am & 8 pm

Stoke-on-Trent Contact Centre

You will be based in our newly refurbished Contact Centre in Stoke-on-Trent, which has been home to our sales teams for over ten years, and is equipped with spacious lounge areas, product and demo hubs, cafe area and so much more.

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 our Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.

What you’ll do

You’ll step into a pivotal role at the heart of a transformational journey—helping shape the future of the UK’s largest mobile network. As an Incident Specialist, you will play a vital part in protecting customer experience by ensuring our services run smoothly, even when challenges arise. You’ll be the calm, confident voice during incidents, bringing people together, driving action, and making a real difference when it matters most.

You’ll monitor technology performance and operational activity, proactively identifying issues that could impact customers or frontline teams
You’ll lead and coordinate responses to operational and technology incidents, ensuring they are managed effectively through to resolution
You’ll act as a key point of contact during incidents, keeping stakeholders and frontline teams informed with clear, timely updates
You’ll collaborate with technical teams, operational partners, and leadership to drive the right decisions and actions
You’ll initiate and support major incident processes, ensuring the right priorities and mitigations are in place
You’ll analyse trends, incidents, and escalations to identify opportunities for continuous improvement
You’ll ensure operational processes meet agreed SLAs and KPIs, stepping in to drive improvements where needed
You’ll support governance and administrative activities, including system access and operational data accuracy
You’ll contribute to a high-performing operations environment that supports frontline teams, partners, and customers

Who you are

You’ll bring experience from a customer-facing, operations, or support environment (such as a contact centre or similar setting)
You’ll have a strong understanding of frontline systems and the ability to monitor and respond to performance issues
You’ll be confident communicating with a wide range of stakeholders, including senior leaders
You’ll stay calm under pressure, able to manage multiple priorities and tight timelines
You’ll be highly organised, with strong planning and coordination skills
You’ll approach challenges with curiosity, using data and insight to understand issues and find solutions
You’ll be collaborative and team-oriented, building strong relationships across functions
You’ll take ownership and make informed decisions that protect customer and business outcomes
You’ll be passionate about delivering excellent customer experience and driving continuous improvement

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-Onsite

Apply Now

Refine Your Search

senior shift leader jobs in leek

VodafoneThree - Incident Specialist

Senior Residential Support Worker

Senior Director of Field Planning & Activation

Deputy Operations Manager

General Manager

Transport Operations Manager

General Manager (Operations & People)

Care Team Manager- Children's Homes

Restaurant Manager

Senior Urgent Care Co-Ordinator

Senior Quantity Surveyor - Water

Senior Warehouse Operative

Head of Trading

Care Team Leader - Nights

Learning & Development Advisor - Early Careers & Apprenticeships

Client Support Specialist

VacancyTitle: Yard Operative

Yard Operative

Warehouse Shift Supervisor

Assistant Manager

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