Vodafone
VodafoneThree - Network Performance & CX Authority
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Location: Newbury + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week – Monday to Friday
Hybrid
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, 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.
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.
Join our UK Networks team, where we’re continually building and enhancing our network, connecting millions of people and businesses across the country. Be part of the team that makes it all happen – simplifying, automating, and bringing better connectivity than ever before, with giga-fast speed, to our customers.
What you’ll do
Are you passionate about delivering outstanding customer experiences through cutting-edge network performance? VF3’s Regional Radio team is offering an exciting opportunity for a Radio Network Performance and Customer Experience Authority to play a key role in shaping how our customers experience our network every day.
In this role, you’ll be at the forefront of designing and optimising our 2G/4G/5G access networks, directly contributing to VF3’s market-leading performance and coverage KPIs. You’ll work closely with cross-functional teams—including Business Units, Deployment, and Marketing—as well as external partners, vendors, and VIP customers to ensure our network delivers best-in-class service.
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This is a high-impact position where your technical expertise will help resolve customer complaints, support network campaigns, and unlock sales opportunities through superior connectivity. You’ll also be involved in field-based technical reviews, coverage planning, and hardware configuration analysis, making this a dynamic and varied role.
This role is central to driving Customer Experience (CX) initiatives within the region, with a strong focus on resolving VIP and corporate customer complaints through technical validation, onsite testing, and proactive engagement. By monitoring and analysing Radio KPIs, the successful candidate will help VF3 differentiate in the market, improve Net Promoter Score, and reduce churn—ensuring customer feedback directly informs network performance improvements.
The role also supports VF3’s strategic goals, including Best Network and NNS campaigns, through activities such as physical MSVs, ECC support, and NTQ planning. Collaboration is key, with regular interaction across vendors (e.g. Nokia, Ericsson), suppliers, UK operators (under sharing agreements), deployment teams, and internal stakeholders. Leadership in optimising access network capacity and driving innovation in radio design is a core expectation.
Key Responsibilities & Requirements:
- Strong technical expertise in 2G, 4G, and 5G radio network design, coverage planning (e.g. Atoll), and optimisation.
- Proven ability to analyse network statistics, drive trial logs, and KPIs to improve performance in a multivendor environment.
- Strategic thinker with excellent problem-solving skills and a proactive approach to continuous improvement.
- Effective stakeholder management and collaboration across cross-functional and virtual teams.
- Demonstrates ownership, curiosity, and a customer-first mindset, with a drive to build the #1 network in VF.
Who You Are
Technical Expertise in Radio Networks
- Deep understanding of 2G, 4G, and 5G technologies.
- Proficiency in radio coverage planning and use of planning tools (e.g., Atoll).
- Experience with drive trial analysis, network statistics, traces, and logs to improve performance.
- Familiarity with multivendor environments and local optimization techniques (parametric and physical).
Network Campaigns & Strategic Initiatives
- Active support and delivery of VF3’s strategic network campaigns (e.g., Best Network Campaigns, NNS).
- Involvement in physical MSVs, ECC support, and NTQ planning.
- Ability to work with vendors, suppliers, and other UK operators to achieve network performance targets.
Customer Complaints Management & CX Initiatives
- Responsible for driving Customer Experience (CX) initiatives within the region.
- Validation and troubleshooting of VIP and corporate customer complaints, including onsite visits and technical tests.
- Monitoring and acting on Radio KPIs that reflect customer experience, aiming to improve Net Promoter Score and reduce churn.
Business Support & Stakeholder Engagement
- Liaison with internal business teams, deployment teams, and business units to drive business growth.
- Collaboration with central radio optimization, radio design teams, service operations, and enterprise units.
- Strong stakeholder management skills, including working with vendors like Nokia and Ericsson.
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Leadership, Teamwork, and Continuous Improvement
- Demonstrated leadership in ensuring network capacity delivery and utilization.
- Ability to work as part of a team or virtual teams to meet challenging deadlines.
- Strong sense of ownership, relentless pursuit of improvement, and a customer-centric mindset.
- Commitment to continuous improvement and innovative problem-solving.
Key Outputs
- Monitoring on Radio KPI’s that reflect customer experience of services, and introduce Radio performance KPI targets.
- Driving operations to resolve regional RAN issues in the Access network.
- Justification for investment in coverage or capability to meet the performance requirements using customer complaints and revenue as a parameter.
- Clear quantification and reporting of all benefits achieved. Suitable onward communication.
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.
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