VodafoneThree - Operational Improvement Senior Specialist

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. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

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.

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 you'll do:

• Join a team at the heart of Consumer Operations, where you'll help shape and deliver improvements that make life easier for frontline teams and create better experiences for customers.
• Identify opportunities to improve customer and user experiences through frontline feedback, stakeholder insights, performance data and process reviews.
• Lead and deliver technology, system and process improvements from initial idea through to deployment and post-implementation review.
• Manage projects and change initiatives, ensuring they meet compliance, risk and regulatory requirements.
• Collaborate with teams across Operations, Technology, Legal, Privacy, Compliance, Risk and external partners to deliver impactful solutions.
• Act as a subject matter expert for Consumer Operations, helping shape large-scale projects and ensuring frontline and customer impacts are understood.
• Drive improvement workstreams, technical deliveries and issue resolution activities that enhance operational performance.
• Define process, procedure and system changes needed to support successful launches and business improvements.
• Develop business cases, stakeholder updates, briefing materials and governance presentations to support decision-making.
• Plan training and communication activities that help frontline teams confidently adopt new ways of working.
• Research and introduce industry best practices that help create simpler, more effective customer journeys.

Who you are:

• Experience working in customer-facing, partner-facing or operational environments.
• Understanding of sales, service or care channels and the challenges faced by frontline teams.
• Strong project management, planning and organisational skills.
• Ability to simplify complex or technical concepts and communicate them clearly to different audiences.
• Experience building positive relationships and collaborating across multiple teams and stakeholders.
• A problem-solving mindset with the ability to think creatively and identify practical solutions.
• Strong communication, influencing and stakeholder management skills.
• Confidence working in a fast-paced environment while balancing multiple priorities.
• Excellent attention to detail and the ability to make informed, balanced decisions.
• Proficiency with Microsoft Office, particularly Excel, PowerPoint and Outlook.
• Self-motivation, strong time management skills and a proactive approach to continuous improvement.
• A collaborative team player who can also provide leadership and direction when required.
• Knowledge of frontline systems, operational processes or customer journeys would be advantageous.

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:

• Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work.
• Personalised benefits for you and your family, like discounts, vouchers, a pension plan and loads more.
• Career development through amazing learning tools and top-notch parental leave policies.

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. Above all, we're looking for authenticity and can't wait to get to know the real you.