24/7 Incident Response: Customer Care Specialist

Vodafone; United Kingdom; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Bonuses

Pension plan

Discounts & vouchers

Paid time for charity

Job summary

Vodafone is seeking a Customer Care Specialist for Vodafone Business Security Enhanced in Farnborough. The role oversees critical incidents within a 24/7 operations unit, driving resolution across multiple technologies and maintaining strong customer engagement.

You’ll own incident lifecycles, coordinate with cross-functional teams, and lead calls to restore services while upholding service standards and customer satisfaction. This is a 4-on, 4-off shift with on-site work.

Qualifications

• Experience in Service Incident Management or similar customer-facing operational support.
• Knowledge of ITIL principles; willingness to obtain ITIL qualification.
• Proven ability to manage incidents, escalations, ticket lifecycles and service recovery.
• Customer-focused mindset with strong communication and stakeholder influence.
• Technical knowledge of telecommunications, connectivity, cloud, network, or related technologies.

Responsibilities

• Own and manage service incidents from identification to resolution with minimal disruption.
• Serve as primary escalation point for key customers with proactive updates.
• Coordinate with cross-functional teams to restore services quickly.
• Lead technical and conference calls, guiding resolution efforts.
• Monitor, prioritize and track tickets per service standards.
• Build trusted relationships with customers and understand their business needs.
• Identify opportunities to improve operations, document best practices, and drive improvements.
• Support wider service desk activities as part of a collaborative team.
• Work a 4-on, 4-off shift pattern (7am–7pm), including weekends and bank holidays.

Skills

Incident management

ITIL awareness

Customer service

Communication

Technical knowledge

Problem solving

Organization

Teamwork

Job description

Vodafone is seeking a Customer Care Specialist for Vodafone Business Security Enhanced in Farnborough. The role oversees critical incidents within a 24/7 operations unit, driving resolution across multiple technologies and maintaining strong customer engagement.

You’ll own incident lifecycles, coordinate with cross-functional teams, and lead calls to restore services while upholding service standards and customer satisfaction. This is a 4-on, 4-off shift with on-site work.