At a Glance
- Tasks: Lead initiatives to enhance customer experience and drive impactful changes.
- Company: Join VodafoneThree, a leader in connectivity and innovation.
- Benefits: Great pay, bonuses, up to 28 days off, and personalised benefits.
- Other info: Flexible hybrid working and excellent career development opportunities.
- Why this job: Be part of a team that values diversity and drives meaningful progress.
- Qualifications: Strong analytical skills and experience in customer experience or consulting.
The predicted salary is between 29700 - 36300 £ per year.
Location: Speechmark, London + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week – Monday to Friday
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.
Who We Are
We’re here to build a network the UK can count on – one that connects people, places and potential. We believe that everyone should feel they belong. 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. You’ll work on real challenges, with real impact, across every corner of the country.
Be a part of our Consumer team where creating and developing products, services and propositions is at the forefront.
What You’ll Do
- Own and lead priority initiatives to support planning, prioritisation and delivery of the Vodafone Mobile CX plan
- Define key CX drivers and underlying problems or opportunities to address (incl. deep dives/ root cause analysis)
- Develop insights to shape the programme, considering customer, regs, ops and commercial impacts
- Present insight & recommendations to L3 decision makers, influencing investment and prioritisation decisions
- Lead delivery of mobile CX workstreams end to end, aligning cross functional owners, managing dependencies, escalating blockers and tracking delivery through to measurable customer benefits
- Own programme updates for mobile CX governance, monitoring & reporting KPIs, ensuring clarity on overall plan status, risks, dependencies
- Drive prioritisation of defect fixes, CRs and remediation initiatives
- Participate in testing, debugging, and continuous delivery pipelines
Who You Are
- Strong understanding of consumer mobile, customer journeys, processes, systems and CX drivers
- Experience of root‑cause analysis techniques and customer journey problem solving
- Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into clear insights and recommendations
- Proven ability to influence senior stakeholders and collaborate across diverse teams— Product, Props, Technology, Operations, Networks to drive prioritisation and delivery
- Excellent communication and presentation skills, able to simplify complexity and influencing L3 leaders
- Ability to manage multiple workstreams, deadlines and stakeholder expectations
- Experience in Customer Experience, Business Improvement or Transformation or Consulting roles preferable
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.
What We Offer
- Great pay
- Bonuses
- Up to 28 days off plus bank holidays
- Paid time for charity work
- Benefits personalised like discounts, vouchers, a pension plan and loads more
- Learning tools
- 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.
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.
VodafoneThree - Customer Experience Specialist employer: VodafoneThree
VodafoneThree is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Newbury. With a strong commitment to employee growth, we provide extensive training opportunities and personalized benefits, ensuring our team members thrive both professionally and personally. The hybrid work model enhances work-life balance, making VodafoneThree a rewarding place for those looking to make a meaningful impact in enterprise delivery transformation.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree - Customer Experience Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VodafoneThree. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like VodafoneThree before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VodafoneThree - Customer Experience Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to VodafoneThree:Your cover letter is your chance to shine! Tell us why you want to work at VodafoneThree specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at VodafoneThree!
How to prepare for a job interview at VodafoneThree
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
