Location: Stoke-on-Trent Contact Centre + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week – Monday to Friday
What you’ll do
* Monitor digital channels, campaigns, and systems to quickly identify issues and minimise impact on customer and frontline experience
* Lead and coordinate incident management activities, ensuring issues are resolved efficiently while keeping stakeholders informed at every stage
* Act as a key escalation point for frontline teams and senior stakeholders, making confident decisions when it matters most
* Partner closely with IT, suppliers, and operational teams to resolve incidents and maintain service availability
* Take ownership of post-incident reviews, driving continuous improvement and preventing future disruptions
* Ensure operational processes are delivered in line with SLAs, keeping data accurate, up to date, and actionable
* Continuously analyse performance trends and identify opportunities to improve processes, reduce demand, and enhance customer experience
* Build strong working relationships across internal teams and external partners to deliver a seamless service
* Support leadership with insights, updates, and recommendations to improve operational performance and customer outcomes
Who you are
* You have experience in a frontline, back‑office, or support role within a digital or customer‑facing environment
* You understand digital and IT systems (e.g., Siebel, BRM, ATG, OSM, or similar platforms) and how they impact customer journeys
* You are confident managing incidents and working under pressure, with the ability to prioritise and make quick, informed decisions
* You bring strong analytical skills, with the ability to interpret data, identify root causes, and drive solutions
* You communicate clearly and confidently, adapting your style to engage stakeholders at all levels
* You are highly organised, with excellent planning and time management skills
* You build strong relationships and influence effectively, even in high‑pressure or complex situations
* You are proactive and continuously look for ways to improve processes and enhance customer and frontline experience
* You are comfortable working with performance metrics, SLAs, and KPIs, ensuring targets are consistently met
* You are a collaborative team player who thrives in a fast‑paced, evolving environment
Benefits
* Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work
* Personalised benefits for you and your family including discounts, vouchers, a pension plan and more
* Learning tools and top‑notch parental leave policies to support your career development
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 regulator 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 for guidance.
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