Overview
Location: Stoke on Trent + 4 days onsite 1 day WFH
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri + On Call
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 you to come into the office 4 days each week.
What You’ll Do
* Leading day to day operational support, including oversight of the monitoring centre and live operational performance.
* Managing incidents that impact Consumer Operations and the services we provide, ensuring issues are handled swiftly and effectively end to end.
* Ensuring Business Continuity plans are in place, well understood, and activated when required to protect continuity of trade.
* Guaranteeing accurate, timely, and right first time system access and setup for colleagues across the operation.
* Acting as the principal representative for all Channels during major incidents, coordinating actions, communications, and decision making across operational teams and senior stakeholders.
* Providing clear direction, timely escalations, and regular updates that safeguard customer experience and operational performance.
* Owning key service relationships as the Service Action Owner, working closely with third party suppliers, IT and Fixed Line partners, offshore back office teams, and wider operational stakeholders
* Ensuring service availability meets agreed SLAs, leading service reviews, and driving continuous improvement across operational service delivery
Who You Are
* You have a strong understanding of the information systems used in frontline environments and how they support day to day operations.
* You’re comfortable monitoring performance, spotting issues early, and taking the lead when outages or incidents occur.
* You have experience leading people and enjoy supporting, coaching, and guiding others.
* You’re confident presenting information and answering questions with clarity, whether you’re speaking with colleagues, managers, senior leaders, or customers.
* You’re highly organised, with strong planning skills that help you stay in control, even when priorities are shifting.
* You build trusted relationships with senior stakeholders, using clear communication and effective negotiation to get the right outcomes.
* You stay calm under pressure, able to make sound decisions and deliver results to tight timescales.
* You’re naturally analytical, able to break down problems, gather the right data, understand the facts, and drive issues through to resolution
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/applying-to-us/) 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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