VodafoneThree - Service Manager

Overview

Location: Midlands + Hybrid

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working Hours: Full time 37.5 hours per week – Monday to Friday

Hybrid working: Our approach allows work both in the office and at home. We don’t require you to be in on specific days; you should 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 expectations for your role and team.

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach provides the flexibility and resources you need to succeed in your role.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. No matter where you live, what your background is, or how you get online – everyone deserves the same chance to stay connected. 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, our customers, and 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 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. We help organisations – from small local businesses to multinational corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

What you’ll do

• Maintain existing Customer revenue and mitigate any churn events.
• Accountable for developing and maintaining an industry leading end-to-end service experience for aligned customer(s).
• Accountable for delivery of customer’s contractual service deliverables, including service levels, reporting etc.
• Drive the performance of operational teams to support in-life service delivery to customers.
• Owning the relationship with key customer stakeholders for in-life service.
• Maintain the close engagement with associated sales and support teams.
• Drive continuous service improvement and service development, increasing customer satisfaction and Relationship Net Promotor Scores (rNPS).
• Maintain contractual governance, risk and commercial awareness.
• Management of aligned third party suppliers as appropriate.

Who you are

• Customer intimacy: understanding the customer’s business, strategy and market environment
• Showing the ability to proactively engages stakeholders internally and externally to VodafoneThree
• Ability to build positive relationships internally and externally to senior management level.
• Embracing a Continual Service Improvement culture
• Practical level of influencing and negotiation skills to drive continual service improvement and resolve issues.
• Ability to effectively communicate with key customer and operational support contacts, sharing knowledge and best practice.

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, please refer to the Accessibility section of our Careers website for guidance. We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. During the interview, rely on your own knowledge and skills to show us who you really are. Above all, we’re looking for authenticity and can’t wait to get to know the real you. Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All and actively encourage everyone to consider becoming a part of our journey.