At a Glance
- Tasks: Support customers by managing incidents and ensuring excellent service delivery.
- Company: Join VodafoneThree, a leader in connectivity and community empowerment.
- Benefits: Enjoy competitive pay, bonuses, 28 days off, and personalised perks.
- Other info: Dynamic workplace with opportunities for personal and professional growth.
- Why this job: Be part of a team that drives meaningful change across the UK.
- Qualifications: Customer service experience and a basic understanding of IT systems.
The predicted salary is between 30000 - 35005 £ per year.
Location: Farnborough (onsite)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: 37.5 hr shift pattern covering hours between 7am – 7pm including weekend/bank holiday working.
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. Join Vodafone Business Security Enhanced and strengthen the cyber security of the UK's Critical National Infrastructure and public sector organisations.
What You’ll Do
- Fully support the ENOC Service Desk for all customers and accountabilities driving excellence in achieving SLAs & KPIs
- Log details of a customer incident – providing basic triaging, ensuring that accurate and relevant information is obtained and handing off incidents to the correct resolving agency within agreed timescales
- Maintain existing customer relationships and function as trusted advisor for Vodafone in all customer interactions, understanding the customer’s business and how VBSE adds value
- Analyse tickets in progress and prioritise and progress for resolution
- Quality‑check tickets to ensure they are clear, concise and correct
- Own and drive incident resolution with various 3rd parties, invoking the escalation process with you being L1/2 escalation
- Support internal customers/systems, working to the ethos of being one team
- Adhere to the departmental Escalations & Major Incident Process relevant for each customer
- Assist with root cause analysis to identify corrective actions and permanent fixes, supporting the internal PIM team/process
- Improve team efficiency by highlighting amendments to Local Work Instructions where needed
- Be accountable for dealing with incident customer complaints accurately, professionally with empathy following agreed Service Level agreements
Who You Are
- Ticket Management
- Basic technical understanding of IT systems and a desire to gain further experience
- Customer Service Experience of developing and nurturing positive relationships and influencing people at various levels and positions
- Knowledge of telecommunications technologies
- Understanding of CIP and SIP processes
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. Personalised benefits such as discounts, vouchers, a pension plan and more. We help with your career through 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 regulator’s standards. If you require 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. 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.
