VodafoneThree -Digital Incident Senior Specialist in Stoke-on-Trent

Location: Stoke-on-Trent Contact Centre + Hybrid (3 days a week in the office)

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working hours: Full time 37.5 hours per week – Monday - Friday 08:30 - 17:15 + On call

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 4 days each week, for at least 16 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

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 VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference.

What Youll 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 elevate them 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 getting 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.
• Naturally curious and analytical, able to untangle complex issues and explain what’s going on in a clear, data-backed way.

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 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.