At a Glance
- Tasks: Lead digital sales and operations, managing incidents to ensure smooth customer experiences.
- Company: VodafoneThree, an inclusive employer committed to diversity.
- Benefits: Excellent salary, bonuses, up to 28 days off, and personalised benefits.
- Other info: Hybrid working model with opportunities for career development and community involvement.
- Why this job: Join a dynamic team and make a real impact on customer satisfaction.
- Qualifications: Experience in operations, strong communication skills, and a knack for problem-solving.
The predicted salary is between 40000 - 50000 £ per year.
About the Role
VodafoneThree is an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Location: Stoke-on-Trent Contact Centre (Hybrid: 3 days a week in the office)
Salary and Benefits: Excellent basic salary plus bonus and Vodafone benefits.
Working Hours: Full time 37.5 hours per week – Monday to Friday 08:30 to 17:15, plus on call.
Hybrid Working: Our hybrid working approach requires bringing into the office 4 days each week, for at least 16 days per month. Work with your line manager to understand expectations.
What You’ll Do:
- Take the lead on overseeing digital sales and operations, quickly jumping on technology or digital‑channel incidents to keep the customer experience running smoothly.
- Own the end‑to‑end management of incidents (including Major Incidents), from assessing impact to coordinating fixes and keeping stakeholders clearly informed throughout.
- Review and approve planned digital changes, making sure risks are understood, governance is followed, and customer or frontline impact is kept to a minimum.
- Act as the central point of coordination during incidents, working closely with IT, Digital, Engineering and Consumer Operations teams to drive fast, effective resolution.
- Proactively monitor platform performance, use frontline insight and real‑time alerts to spot issues early, and escalate through the right channels.
- Track performance against KPIs, spot trends and opportunities, and help continuously improve service quality for customers, frontline teams and partners.
Who You Are:
- Experience with day‑to‑day operations and a good feel for how the business actually runs.
- Comfortable working with digital platforms and IT systems, without being phased by the technical side.
- A good understanding of how business processes work, how systems behave when things go wrong, and what the customer journey looks like end to end.
- Strong people and communication skills, able to work with lots of different stakeholders and get things moving without needing formal authority.
- Natural curiosity and analytical mindset, able to untangle complex issues and explain what is going on in a clear, data‑backed way.
Benefits:
- Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work.
- Personalise benefits such as discounts, vouchers, pension plan, and more.
- Career development through learning tools and top‑notch parental leave policy.
Equal Opportunity and Accessibility: 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 regulator's standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, please refer to the Accessibility section of our Careers website.
VodafoneThree -Digital Incident Senior Specialist in Stoke-on-Trent employer: myGwork - LGBTQ+ Business Community
VodafoneThree is an exceptional employer that champions inclusivity and diversity, making it a welcoming workplace for all, including the LGBTQ+ community. Located in Stoke-on-Trent, the company offers a competitive salary, generous benefits, and a hybrid working model that promotes work-life balance. With a strong focus on employee growth through learning opportunities and a supportive culture, VodafoneThree empowers its staff to thrive while contributing to a seamless customer experience.
Contact Details:
myGwork - LGBTQ+ Business Community Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree -Digital Incident Senior Specialist in Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to current or former employees at VodafoneThree on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to digital incident management. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've tackled complex issues in the past. Use real examples that highlight your problem-solving abilities and how you kept stakeholders informed during incidents.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the VodafoneThree team.
We think you need these skills to ace VodafoneThree -Digital Incident Senior Specialist in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Digital Incident Senior Specialist role. Highlight your experience with digital platforms and operations, and show us how your skills align with what we're looking for.
Showcase Your Communication Skills:Since this role involves working with various stakeholders, it's crucial to demonstrate your strong people and communication skills. Use examples in your application that illustrate how you've effectively communicated in past roles.
Be Data-Driven:We love a good analytical mindset! When discussing your previous experiences, include data or metrics that showcase your impact. This will help us see how you can contribute to tracking performance against KPIs.
Apply Through Our Website:Don't forget to submit your application through our official website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at myGwork - LGBTQ+ Business Community
✨Know Your Digital Stuff
Make sure you brush up on your knowledge of digital platforms and IT systems. Be ready to discuss how you've handled incidents in the past, especially in a fast-paced environment. This will show that you’re not just familiar with the tech but can also navigate it effectively.
✨Show Off Your People Skills
Since this role involves working with various stakeholders, be prepared to demonstrate your communication skills. Think of examples where you've successfully coordinated with different teams or resolved conflicts. This will highlight your ability to lead without formal authority.
✨Be Data-Driven
Have some examples ready that showcase your analytical mindset. Talk about how you've used data to spot trends or improve service quality in previous roles. This will resonate well, as the company values a proactive approach to monitoring performance.
✨Understand the Customer Journey
Familiarise yourself with the end-to-end customer journey and be ready to discuss how incidents can impact this experience. Showing that you understand the bigger picture will demonstrate your commitment to maintaining a smooth customer experience.
