VodafoneThree
VodafoneThree - Incident Specialist
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
VodafoneThree - Incident Specialist
Incident Specialist (Contact Centre) – Stoke-on-Trent
Location & Contract Details
Work location: Stoke-on-Trent Contact Centre Salary: Competitive basic salary with bonuses and Vodafone benefits Hours: Full-time (37.5 hours per week) – Sunday to Thursday shifts (7 AM – 8 PM)
Keep our network running smoothly by joining VodafoneThree’s pivotal operations team.
About the Role
Based in our newly refurbished Contact Centre in Stoke-on-Trent, you’ll work in a dynamic environment with lounge areas, product hubs and a café, alongside experienced teams.
Who We Are
At VodafoneThree, we’re building a network that connects people, places, and potential—ensuring everyone, regardless of background or location, has equal access to connectivity.
We champion diversity, inclusion, and collaboration, fostering an environment where every voice matters and individuals can thrive as their authentic selves.
Why Join VodafoneThree?
- Drive meaningful progress: Help close the digital divide and reimagine a connected nation.
- Purpose-driven work: Your impact stretches from communities to businesses, powered by £11bn invested in 5G and digital infrastructure.
- A supportive culture: Join a customer-centric team where ideas shape the future, and creativity is encouraged.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
This isn’t just about job responsibilities—it’s about building a future together.
Your Responsibilities
You’ll play a critical role in safeguarding customer experience by optimising services:
- Monitor technology performance and operational activity, proactively detecting risks to frontline services
- Lead incident response, coordinating effective resolutions and stakeholder communication
- Act as the primary incident contact, providing clear updates to teams and leadership
- Collaborate with technical and operational partners to drive timely decisions
- Drive continuously improved services by analysing incident trends
- Ensure compliance with SLA/KPI targets, intervening when necessary
- Support operational governance, including system access and data accuracy
- Foster a high-performance culture supporting frontline teams and customers
Who You Are
Ideal candidates possess:
- Experience in customer-facing, operational, or support roles (e.g., contact centres)
- Proactive troubleshooting skills for monitoring and resolving frontline issues
- Strong communication with multiple stakeholders, including senior leaders
- Resilience under pressure, managing multiple priorities efficiently
- Organisational skills, including collaboration and data-driven problem-solving
- A passion for exceptional customer experiences and continuous improvement
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Beyond Experience: Perfection Isn’t Required
We celebrate diversity and encourage applications regardless of how exactly your background aligns with the role. Your unique perspective may be the perfect fit!
What We Offer
- Competitive pay, bonuses, 28+ days leave, and interest in charity work
- Personalised benefits: Discounts, vouchers, pension plans, and more
- Career progression through learning and development programs
- Strong parental leave policies to support your personal growth
Need to Know
- Regulatory compliance: All roles are subject to DBS and financial checks.
- Accessibility: Request reasonable adjustments (e.g., extended time, interpreters) via Vodafone’s Accessibility Guidance for career needs.
AI Interaction
We utilise AI for innovation, but interviews focus on your authenticity—including real-life stories, personality, and creative thinking. Let your unique skills shine! #VodafoneThree
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills