VodafoneThree - Incident Specialist

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

Working hours

Full time 37.5 hours per week - Sunday to Monday shifts between 7 am & 8 pm

Responsibilities

• You’ll step into a pivotal role at the heart of a transformational journey—helping shape the future of the UK’s largest mobile network.
• As an Incident Specialist, you will play a vital part in protecting customer experience by ensuring our services run smoothly, even when challenges arise.
• You will be the calm, confident voice during incidents, bringing people together, driving action, and making a real difference when it matters most.
• You will monitor technology performance and operational activity, proactively identifying issues that could impact customers or frontline teams.
• You will lead and coordinate responses to operational and technology incidents, ensuring they are managed effectively through to resolution.
• You will act as a key point of contact during incidents, keeping stakeholders and frontline teams informed with clear, timely updates.
• You will collaborate with technical teams, operational partners, and leadership to drive the right decisions and actions.
• You will initiate and support major incident processes, ensuring the right priorities and mitigations are in place.
• You will analyse trends, incidents, and escalations to identify opportunities for continuous improvement.
• You will ensure operational processes meet agreed SLAs and KPIs, stepping in to drive improvements where needed.
• You will support governance and administrative activities, including system access and operational data accuracy.
• You will contribute to a high‑performing operations environment that supports frontline teams, partners, and customers.

Qualifications

• You bring experience from a customer‑facing, operations, or support environment (such as a contact centre or similar setting).
• You have a strong understanding of frontline systems and the ability to monitor and respond to performance issues.
• You are confident communicating with a wide range of stakeholders, including senior leaders.
• You stay calm under pressure, able to manage multiple priorities and tight timelines.
• You are highly organised, with strong planning and coordination skills.
• You approach challenges with curiosity, using data and insight to understand issues and find solutions.
• You are collaborative and team‑oriented, building strong relationships across functions.
• You take ownership and make informed decisions that protect customer and business outcomes.
• You are passionate about delivering excellent customer experience and driving continuous improvement.