Three UK
VodafoneThree Customer Communications Specialist
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Company Description
Location: Newbury + *Hybrid working
Working Hours: Full time 37.5 hours per week – Mon – Fri
Salary: Excellent basic salary plus bonus and benefits
Hybrid Working
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 2-3 days each week. 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 our Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
Job Description
We’re creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents, we will transform customers’ experience and create a best-in-class network for coverage, connectivity, and reliability, delivering greater value and more choice for the nation than ever before.
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There are very few moments in our careers where we can feel the ground shifting beneath us, where we can sense that something bigger than we’ve known before is taking shape. We’re not just building a company. We’re going to build a culture, a legacy and a future to be proud of. This will require remarkable leadership and together we can set the standard in the industry and beyond for both customer and employee experience, in what it is a career-defining opportunity.
As a Customer Communications Specialist, you'll play a pivotal role in shaping how millions of customers experience our brand. Working across email, SMS and app communications, you'll create engaging customer journeys that drive loyalty, strengthen brand connection and support commercial growth.
This is far more than a traditional CRM or campaign management role. You'll transform customer insight and business strategy into compelling communications that resonate with customers at every touchpoint. As the creative force behind our customer messaging, you'll craft impactful copy, develop inspiring creative briefs and collaborate closely with our in-house agency to deliver consistent, high-quality communications that bring our brand to life.
We're looking for someone who combines creativity with customer focus—someone who can turn complex propositions into simple, engaging stories that capture attention and inspire action. If you're passionate about creating outstanding customer experiences, have a strong eye for detail and thrive in a collaborative, fast-paced environment, this is an exciting opportunity to make a meaningful impact at scale.
What you'll do:
- Partner with teams across the Consumer business to transform commercial and customer loyalty strategies into engaging, customer-focused communications.
- Use customer insight, data and industry best practice to create communications that are relevant, meaningful and easy to engage with.
- Write compelling short and long-form copy that brings products, services and propositions to life while balancing creativity, clarity and brand tone.
- Develop clear and inspiring creative briefs, working closely with our in-house agency to deliver impactful, insight-led campaigns.
- Analyse campaign performance alongside Insight teams, using data and learnings to continuously improve future communications.
- Manage delivery timelines, approvals and stakeholder relationships to ensure campaigns are executed smoothly and effectively.
- Collaborate with Legal, Brand, Proposition and external partners to ensure all communications are compliant, consistent and aligned to brand standards.
- Help create seamless customer experiences across email, SMS and app channels that strengthen customer relationships and drive engagement.
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Qualifications
Who you are:
- Proven experience creating impactful customer communications across email, SMS and digital channels that engage audiences and deliver results.
- Outstanding copywriting and storytelling skills, with the ability to turn complex messages into clear, compelling customer experiences.
- Strong creative judgement and attention to detail, ensuring every communication is engaging, accurate and aligned to brand standards.
- Ability to translate customer insight and commercial objectives into meaningful, customer-first communications that drive action.
- Experience collaborating with creative agencies, designers or in-house creative teams to bring ideas to life through high-quality campaigns.
Additional Information
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.
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.
We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. 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 contact your recruiter directly or email [email protected] 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.
#LI-Hybrid #VodafoneThree
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