Incident Response & Operational Excellence Lead

Vodafone Group Plc; Stoke-on-Trent; On-site; GBP 30,000 - 40,000; Full time

Job summary

Vodafone Group Plc is seeking an Incident Specialist to play a pivotal role in the UK's largest mobile network. You will monitor technology performance, lead responses to incidents, and ensure smooth service delivery for customers.

The ideal candidate will have experience in a customer-facing operations environment and strong communication skills. This full-time position involves working 37.5 hours a week with shifts from 7 am to 8 pm.

Qualifications

• Experience from a customer-facing, operations, or support environment.
• Strong understanding of frontline systems and ability to monitor performance.
• Confident communication with a wide range of stakeholders.

Responsibilities

• Lead coordination during operational and technology incidents.
• Monitor technology performance to identify issues proactively.
• Analyse trends and incidents for continuous improvement.

Skills

Customer-facing experience

Experience in operations or support

Strong understanding of frontline systems

Excellent communication skills

Ability to stay calm under pressure

Strong planning and coordination skills

Curiosity and data-driven approach

Team-oriented and collaborative

Ownership and decision-making ability

Passion for customer experience

Job description

Vodafone Group Plc is seeking an Incident Specialist to play a pivotal role in the UK's largest mobile network. You will monitor technology performance, lead responses to incidents, and ensure smooth service delivery for customers.

The ideal candidate will have experience in a customer-facing operations environment and strong communication skills. This full-time position involves working 37.5 hours a week with shifts from 7 am to 8 pm.