VodafoneThree - Customer Agent

Vodafone Group; Bishop's Castle; Remote; GBP 27,000; Full time

Job summary

A leading telecommunications company is seeking a Customer Agent to support the emergency services by handling 101 calls. In this role, you will provide first-class service, manage challenging queries, and transfer calls efficiently. Ideal candidates will have exceptional communication skills and the ability to remain calm under pressure. This position offers flexible remote working arrangements and a supportive work environment.

Benefits

Competitive salary

Up to 28 days off plus bank holidays

Paid time for charity work

Personalized benefits

Qualifications

• Exceptional communication and listening skills.
• Empathetic with the ability to build rapport quickly.
• Demonstrates a positive attitude and strong resilience in challenging situations.

Responsibilities

• Support emergency services by answering 101 calls.
• Provide first class service and efficiently handle queries.
• Transfer calls to appropriate police departments.

Skills

Excellent communication skills

Empathy and rapport building

Positive attitude and resilience

Computer skills

Calm under pressure

Adaptability to change

Job description

Overview

Location: Fully Remote + Homebased

Salary: £ 26,626 per annum + bonus and benefits

Working Hours: Full time 37.5 hours per week – Monday to Sunday 07:00 – 19:00 – Weekend work required

Homebased

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 here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Join Vodafone Business Security Enhanced and strengthen the cyber security of the UK's Critical National Infrastructure and public sector organisations.

What you’ll do

Did you know Vodafone support 77% of our emergency services?

We have an exciting role as a Customer Agent, where you’ll be an integral part of supporting the emergency services by answering 101 calls, which is the non-emergency police services number. We operate 24 hours a day, 7 days a week, 365 days a year taking calls from the public and transferring them to the right department in the police force.

As a Customer Agent you will provide a first class service to the public, dealing with queries efficiently and providing the right information to customers. Each call on average takes between 13 - 17 seconds and as a team we take anywhere between 3000 to 6000 calls per day.

Most calls will be straightforward; however, there are occasions where you may receive a call from someone in a distressing situation, and you must be comfortable dealing with this scenario.

Who you are

• You will have excellent communication and listening skills
• You will have empathy and ability to build rapport quickly
• You will demonstrate a positive attitude and strong resilience in challenging situations
• You will be confident using computers and everyday software
• You will have the ability to objection handle and remain calm under pressure
• You will be adaptable to change in a fast-paced environment

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. The guidance can be found at the Careers site.

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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