Working hours
Full time 37.5 hours per week - Sunday to Monday shifts between 7 am & 8 pm
Responsibilities
* You’ll step into a pivotal role at the heart of a transformational journey—helping shape the future of the UK’s largest mobile network.
* As an Incident Specialist, you will play a vital part in protecting customer experience by ensuring our services run smoothly, even when challenges arise.
* You will be the calm, confident voice during incidents, bringing people together, driving action, and making a real difference when it matters most.
* You will monitor technology performance and operational activity, proactively identifying issues that could impact customers or frontline teams.
* You will lead and coordinate responses to operational and technology incidents, ensuring they are managed effectively through to resolution.
* You will act as a key point of contact during incidents, keeping stakeholders and frontline teams informed with clear, timely updates.
* You will collaborate with technical teams, operational partners, and leadership to drive the right decisions and actions.
* You will initiate and support major incident processes, ensuring the right priorities and mitigations are in place.
* You will analyse trends, incidents, and escalations to identify opportunities for continuous improvement.
* You will ensure operational processes meet agreed SLAs and KPIs, stepping in to drive improvements where needed.
* You will support governance and administrative activities, including system access and operational data accuracy.
* You will contribute to a high‑performing operations environment that supports frontline teams, partners, and customers.
Qualifications
* You bring experience from a customer‑facing, operations, or support environment (such as a contact centre or similar setting).
* You have a strong understanding of frontline systems and the ability to monitor and respond to performance issues.
* You are confident communicating with a wide range of stakeholders, including senior leaders.
* You stay calm under pressure, able to manage multiple priorities and tight timelines.
* You are highly organised, with strong planning and coordination skills.
* You approach challenges with curiosity, using data and insight to understand issues and find solutions.
* You are collaborative and team‑oriented, building strong relationships across functions.
* You take ownership and make informed decisions that protect customer and business outcomes.
* You are passionate about delivering excellent customer experience and driving continuous improvement.
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