VodafoneThree - Customer Care Specialist

Vodafone Limited; Farnborough; On-site; GBP 32,000 - 52,000; Full time

Job summary

Vodafone Limited in the United Kingdom is seeking an experienced Incident Manager to join a 24/7 operations team. You will own and manage service incidents from initial identification through to resolution, coordinating with cross-functional teams and customers to deliver swift restoration and minimal disruption.

This role requires ITIL knowledge with the willingness to obtain ITIL qualification, strong communication, stakeholder management, and the ability to work a 4-on 4-off shift pattern

Qualifications

• Experience in Service Incident Management or similar customer-facing operational support.
• Knowledge of ITIL principles; willingness to obtain ITIL qualification if not already obtained.
• Strong communication and stakeholder management skills.
• Technical knowledge of telecommunications, connectivity, cloud, network or related technologies.
• Ability to work in fast-paced, high-pressure environments with strong organizational skills.

Responsibilities

• Own and manage service incidents from initial identification through to resolution.
• Coordinate with cross-functional teams across Managed Devices, Fixed Data, Cloud Services, IoT, applications, and associated technologies to drive swift restoration of service.
• Lead technical and conference calls, bringing the right teams together and keeping resolution efforts focused.
• Monitor, prioritise, and track tickets in line with agreed service and quality standards.
• Identify opportunities to improve operational performance, document best practices, and contribute to service and process improvements.
• Handle customer concerns with professionalism and accountability while meeting service level commitments.
• Support wider service desk activities when required, embracing a collaborative 'one team' approach.

Skills

ITIL

Incident management

Technical escalation

Customer service

Communication

Problem solving

Cross-functional

Analytical thinking

Ticketing system

Tools

Ticketing system

Job description

Working hours: Full time 37.5 hours per week - 2-day shifts from 7 AM to 7 PM, 2-night shifts from 7 PM to 7 AM, 4 days off rotational 12-hour shifts Working as part of a 24/7 operations team, you'll take ownership of incidents across a broad range of technologies, drive resolution through to completion, and ensure customers receive a seamless support experience. You'll collaborate with technical specialists, challenge and influence resolving teams when needed, and play a key role in delivering operational excellence while continuously improving how services are managed. You'll own and manage service incidents from initial identification through to resolution, ensuring minimal disruption to customers. You'll act as the primary escalation point for key customers, providing proactive updates and maintaining clear communication throughout the incident lifecycle. You'll coordinate with cross-functional teams across Managed Devices, Fixed Data, Cloud Services, IoT, applications, and

associated technologies to drive swift restoration of service. You'll lead technical and conference calls, bringing the right teams together and keeping resolution efforts focused and on track. You'll monitor, validate, prioritise, and track tickets in line with agreed service and quality standards. You'll identify opportunities to improve operational performance, document best practices, and contribute to service and process improvements. You'll handle customer concerns with professionalism, empathy, and accountability while meeting agreed service level commitments. You'll support wider service desk activities when required, embracing a collaborative "one team" approach. You'll work a 4-on, 4-off shift pattern (7am to 7pm), including weekends and bank holidays, helping deliver round-the-clock support to customers. Experience in Service Incident Management, Technical Escalation Management, or a similar customer-facing operational support role. Knowledge of ITIL principles, with the

willingness to achieve an ITIL qualification if not already obtained.

Strong experience managing incidents, escalations, ticket lifecycles, and service recovery activities. A customer-focused mindset with a proven ability to build positive relationships and influence stakeholders at all levels. Excellent written and verbal communication skills, with confidence challenging and coordinating multiple technical teams. Technical knowledge of telecommunications, connectivity, cloud, network, or related technologies. Strong analytical and problem-solving skills, with the ability to identify trends and drive positive outcomes. Ability to remain calm and make informed decisions in fast-paced, high-pressure environments. Strong organisational skills, attention to detail, and the ability to manage competing priorities effectively. A continuous improvement mindset with an interest in driving efficiency, service excellence, and better customer outcomes. A collaborative team player who demonstrates

curiosity, accountability, resilience, and a genuine desire to learn and grow. Someone who role models inclusive behaviours and contributes to a positive, supportive team culture.