VodafoneThree - Customer Care Specialist

• You’ll own and manage service incidents from initial identification through to resolution, ensuring minimal disruption to customers
• You’ll act as the primary escalation point for key customers, providing proactive updates and maintaining clear communication throughout the incident lifecycle
• You’ll coordinate with cross-functional teams across Managed Devices, Fixed Data, Cloud Services, IoT, applications, and associated technologies to drive swift restoration of service
• You’ll lead technical and conference calls, bringing the right teams together and keeping resolution efforts focused and on track
• You’ll monitor, validate, prioritise, and track tickets in line with agreed service and quality standards
• You’ll build trusted relationships with customers, developing a strong understanding of their business needs and how Vodafone adds value
• You’ll identify opportunities to improve operational performance, document best practices, and contribute to service and process improvements
• You’ll handle customer concerns with professionalism, empathy, and accountability while meeting agreed service level commitments
• You’ll support wider service desk activities when required, embracing a collaborative "one team" approach
• You’ll work a 4-on, 4-off shift pattern (7am to 7pm), including weekends and bank holidays, helping deliver round-the-clock support to customers

Who You Are

• Experience in Service Incident Management, Technical Escalation Management, or a similar customer-facing operational support role
• Knowledge of ITIL principles, with the willingness to achieve an ITIL qualification if not already obtained
• Strong experience managing incidents, escalations, ticket lifecycles, and service recovery activities
• A customer-focused mindset with a proven ability to build positive relationships and influence stakeholders at all levels
• Excellent written and verbal communication skills, with confidence challenging and coordinating multiple technical teams
• Technical knowledge of telecommunications, connectivity, cloud, network, or related technologies
• Strong analytical and problem-solving skills, with the ability to identify trends and drive positive outcomes
• Ability to remain calm and make informed decisions in fast-paced, high-pressure environments
• Strong organisational skills, attention to detail, and the ability to manage competing priorities effectively
• A continuous improvement mindset with an interest in driving efficiency, service excellence, and better customer outcomes
• A collaborative team player who demonstrates curiosity, accountability, resilience, and a genuine desire to learn and grow
• Someone who role models inclusive behaviours and contributes to a positive, supportive team culture

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 (https://careers.vodafone.com/uk/reasonable-adjustments/) 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.