At a Glance
- Tasks: Monitor digital channels and lead incident management to enhance customer experience.
- Company: Join VodafoneThree, a leader in connectivity and inclusivity.
- Benefits: Enjoy competitive pay, bonuses, flexible working, and generous leave.
- Other info: Embrace a culture of inclusion and continuous improvement in a dynamic environment.
- Why this job: Be part of a transformative team making a real impact on the UK's digital landscape.
- Qualifications: Experience in customer-facing roles and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
This job is with VodafoneThree, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Location: Stoke-on-Trent Contact Centre + 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'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. We're building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.
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. Wherever you join us, whatever your role, you'll be helping to build a future that works better for everyone.
Be a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. This is where innovation meets service, and where your impact can make a real difference.
What you'll do
- Monitor digital channels, campaigns, and systems to quickly identify issues and minimise impact on customer and frontline experience.
- Lead and coordinate incident management activities, ensuring issues are resolved efficiently while keeping stakeholders informed at every stage.
- Act as a key escalation point for frontline teams and senior stakeholders, making confident decisions when it matters most.
- Partner closely with IT, suppliers, and operational teams to resolve incidents and maintain service availability.
- Take ownership of post-incident reviews, driving continuous improvement and preventing future disruptions.
- Ensure operational processes are delivered in line with SLAs, keeping data accurate, up to date, and actionable.
- Continuously analyse performance trends and identify opportunities to improve processes, reduce demand, and enhance customer experience.
- Build strong working relationships across internal teams and external partners to deliver a seamless service.
- Support leadership with insights, updates, and recommendations to improve operational performance and customer outcomes.
Who you are
- You have experience in a frontline, back-office, or support role within a digital or customer-facing environment.
- You understand digital and IT systems (e.g., Siebel, BRM, ATG, OSM, or similar platforms) and how they impact customer journeys.
- You are confident managing incidents and working under pressure, with the ability to prioritise and make quick, informed decisions.
- You bring strong analytical skills, with the ability to interpret data, identify root causes, and drive solutions.
- You communicate clearly and confidently, adapting your style to engage stakeholders at all levels.
- You are highly organised, with excellent planning and time management skills.
- You build strong relationships and influence effectively, even in high-pressure or complex situations.
- You are proactive and continuously look for ways to improve processes and enhance customer and frontline experience.
- You are comfortable working with performance metrics, SLAs, and KPIs, ensuring targets are consistently met.
- You are a collaborative team player who thrives in a fast-paced, evolving environment.
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, we want you to rely on your own knowledge and skills to show us who you really are - your personality, creativity, and abilities.
VodafoneThree - Incident Snr Specialist employer: VodafoneThree
VodafoneThree is an exceptional employer that champions inclusivity and diversity, making it a welcoming place for all employees. With a hybrid working model that promotes flexibility, alongside competitive salaries and comprehensive benefits, employees are empowered to thrive both personally and professionally. The company fosters a collaborative culture where innovation meets service, providing ample opportunities for growth and development while making a meaningful impact on communities across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree - Incident Snr Specialist
✨Tip Number 1
Network like a pro! Reach out to current employees at VodafoneThree on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. This insider info can give you a leg up!
✨Tip Number 2
Prepare for situational questions! Think of examples from your past roles where you've handled incidents or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers and show how you can make an impact.
✨Tip Number 3
Show your passion for customer experience! During interviews, highlight how you've gone above and beyond to enhance customer journeys in previous roles. This aligns perfectly with VodafoneThree's mission to deliver exceptional service.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace VodafoneThree - Incident Snr Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Incident Snr Specialist role. Highlight your experience in digital or customer-facing environments, and don’t forget to mention any relevant IT systems you’ve worked with!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're excited about joining VodafoneThree and how your background makes you a great fit for the team. Be authentic and let your personality come through.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've successfully managed incidents or resolved issues in the past. We want to see how you think on your feet and make decisions under pressure!
Apply Through Our Website:We encourage you to apply directly through our careers page. It’s the best way to ensure your application gets to the right people and shows us you’re serious about joining our team!
How to prepare for a job interview at VodafoneThree
✨Know Your Stuff
Make sure you understand the digital and IT systems mentioned in the job description, like Siebel or BRM. Brush up on how these systems impact customer journeys, as you'll need to demonstrate your knowledge during the interview.
✨Show Your Problem-Solving Skills
Prepare examples of how you've managed incidents in the past. Think about times when you had to make quick decisions under pressure and how you resolved issues efficiently. This will show that you're ready for the fast-paced environment at VodafoneThree.
✨Communicate Clearly
Practice articulating your thoughts clearly and confidently. You’ll need to engage with stakeholders at all levels, so being able to adapt your communication style is key. Consider doing mock interviews with a friend to refine your delivery.
✨Emphasise Collaboration
VodafoneThree values teamwork, so be ready to discuss how you've built strong relationships in previous roles. Share specific examples of how you’ve collaborated with others to enhance customer experiences or improve processes.
