VodafoneThree - CX Comms & Performance Lead in Newbury

Location: Newbury + Hybrid

Salary: Excellent basic salary plus bonus and Vodafone benefits

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

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don’t require you to be in on specific days; instead, we ask people to 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 what their expectations are for you, your specific role and your team.

What You’ll Do

We’re at a once‑in‑a‑career moment as we bring together two major brands to create the UK’s largest mobile network and redefine what great connectivity feels like for millions of customers. In this role, you’ll lead the strategy, governance and continuous improvement of all customer communications across Billing, Credit, Payments and Collections, ensuring they are clear, empathetic and fully compliant. You’ll drive cross‑functional accountability for reducing complaints and improving customer experience by embedding data‑led insights and measuring the impact of key initiatives.

Key Responsibilities

• Shape and maintain clear, consistent and compliant customer communication frameworks, templates and playbooks
• Ensure every customer message is accurate, empathetic, on brand and aligned to regulatory and consumer protection standards
• Work closely with Legal, Risk and Compliance teams to uphold the highest levels of financial conduct and customer safeguarding
• Use data, insight and customer feedback to continuously refine written and digital communications
• Lead performance tracking for complaint reduction initiatives across Billing, Credit, Payments and Collections
• Monitor complaint trends, root causes and repeat contact drivers to pinpoint opportunities for improvement
• Build dashboards and reporting that measure the effectiveness, sustainability and impact of fixes
• Partner with Billing Assurance, Credit Risk, Operations and Customer Care to drive cross‑functional ownership of customer experience improvements

Who You Are

• Significant experience in customer communications, CX performance or other regulated customer‑facing environments
• Strong understanding of billing, credit, payments or collections processes, ideally gained in telecoms or financial services
• Ability to interpret regulatory and compliance requirements and translate them into clear, customer‑friendly communications
• Skilled in analysing complaint data, root causes, repeat contacts and customer sentiment to drive meaningful improvements
• Confident influencing senior stakeholders and shaping cross‑functional decision making
• Experienced in building dashboards and using data to inform priorities and measure performance
• Exceptional written communication skills with strong editorial judgement and attention to detail
• Proven track record in leading continuous improvement or customer‑impact initiatives

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. We are a Disability Confident Employer and actively encourage individuals with disabilities to apply for positions within our team. Through the ‘Offer an Interview’ scheme, we aim to offer interviews to a fair and proportionate number of applicants with disabilities who best meet the essential criteria for our vacancies. If you would like to participate in the scheme, you will have the opportunity to indicate this on your application.

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 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 regulatory 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.