Location:  Homebased Working
Salary:  Excellent basic salary plus bonus and Vodafone benefits
Working Hours:  Full time 37.5 hours per week – Mon to Fri 08:00 – 18:00



*Homebased

At Vodafone UK our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative, and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.



Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives. 


At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company.  We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.


Be part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).



What you’ll do 

We have an exciting opportunity within our Business Care function working on one of our Major Customer Contracts. This role will be based fully remotely, once a quarter there will be an expectation to travel into the customer site. Working closely with the customer will be vital in creating strong, trusted relationships with the customer’s key contacts as well as creating good, structured communication channels with these same contacts within the incident management function. As well as building this customer relationship, you will also be key in supporting our service and operational incident management teams and our partners. You will obtain an intimate knowledge of our customer’s business as well as developing a mutual understanding of how each of our supporting partners help Vodafone deliver a world class service.  This is an existing role but gives the selected candidate the opportunity to create and develop a relationship that drives increased customer satisfaction and operational excellence through our incident management process to deliver the contracted services efficiently and effectively.  Occasional travel may be required to customer key sites.
 

Key Accountabilities


You will: 
 

Be a key point of contact for the customer. You will be accountable for building up the relationship with the customer and being the point of contact anything incident related.Ensure that Incident Management processes are followed in line with the customer contract, ensuring you work with internal teams where this process has not been followed to seek opportunity for better ways of working.In line with the incident management process, ensuring communication into the customer is appropriate and customer has a clear understanding of the incidents.Work with Vodafone’s partner’s and suppliers to ensure the service into the customer is of the highest standard.Own the aged ticket process within the account, working with internal teams and suppliers to ensure we seek resolution and manage customer expectations.Identify trends of issues / own any incident action plans / look at Continual Service Improvement (CSI) opportunities, establish regular meetings with Vodafone service desks management teams to feed into customer satisfaction.Contribute to a monthly service review with the customer, ensuring that incident management is highlighted.Act as point of escalation for Major Incidents.Support and work with the Service Manager to ensure delivery into the customer.Support the customer and Vodafone in ongoing operational planning aspects pertinent to the services provided.May manage BAU technical initiatives such as major changes ensuring effective delivery to agreed timescales, working with internal teams to deliver.

Who you are 

You will have: 
 

Knowledge and or experience in a day to day I.T. or Telecomms Operations Delivery environmentIncident management experience and knowledgeStrong communication skills with the ability to adapt to different audiencesThe ability to identify process improvements Relationship management experiencePrevious experience working in a similar role in telecoms or technical backgroundITIL qualification or experience (desirable) 

Worried that you don’t meet all the desired criteria exactly? At Vodafone 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 believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.



Together we can

Vodafone UK 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-vodafone/) for guidance.

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