Three UK
VodafoneThree - Operations Support Senior Specialist
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Company Description
VodafoneThree - Operations Support Senior Specialist
Location: Stoke
Working Hours: Full time 37.5 hours per week – Mon – Fri
*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.
Job Description
The Operations Support Specialist plays a critical role in ensuring our operation runs smoothly, efficiently, and consistently delivers an exceptional customer experience. Sitting at the heart of the day-to-day, this role supports our operational leaders by monitoring performance, identifying opportunities for improvement, and helping drive the behaviours and outcomes that matter most.
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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.
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 is a career-defining opportunity.
This is a role for someone who thrives in a fast-paced environment, loves solving problems, and is energized by working with people. You’ll be commercially aware, customer-obsessed, and confident using data to influence decisions.
What you'll do
- Partner closely with operational leaders, frontline teams, and external partners to support the delivery of customer, commercial, and service objectives.
- Support day-to-day operational performance, helping teams identify and overcome challenges that impact customer experience and business results.
- Work collaboratively with operational stakeholders to implement improvement initiatives and embed positive change.
- Build strong relationships across the operation, acting as a trusted partner and source of support for performance and delivery activities.
- Monitor operational performance and help translate trends into practical actions that improve efficiency, quality, and customer outcomes.
- Support the delivery of operational projects, process improvements, and business change initiatives.
- Champion best practice and contribute to a positive, customer-focused, and high-performing culture.
- Support onboarding, communication, and training activities to ensure operational teams remain informed, engaged, and equipped to succeed.
- Work with internal and external partners to ensure service commitments and commercial objectives are achieved.
Qualifications
- Experience working within a contact centre, customer operations, or service-led environment.
- Strong understanding of operational performance and what drives successful customer outcomes.
- Experience working closely with Team Managers, operational leaders, or partner organisations to support performance delivery.
- Excellent relationship-building and stakeholder management skills.
- A collaborative style with the ability to influence outcomes without direct authority.
- Strong organisational skills and the ability to coordinate multiple priorities in a fast-paced environment.
- Experience supporting operational improvement initiatives and embedding change.
- Comfortable using performance information to identify issues and support decision-making.
- Proactive, adaptable, and customer-focused, with a passion for improving operational performance.
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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.
Additional Information
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.
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