Incident Specialist

About the Role

Join VodafoneThree's Stoke-on-Trent Contact Centre as an Incident Specialist—a central figure in ensuring service continuity across the UK's largest mobile network. You'll be based in a modern, recently renovated facility, working in an environment committed to diversity, inclusion, and team collaboration. VodafoneThree is focused on expanding connectivity, driving digital transformation, and empowering communities nationwide.

Main Responsibilities

• Monitor operational and technology performance to proactively identify potential service disruptions affecting customers or colleagues.
• Take charge in managing and coordinating the response to technical and operational incidents, ensuring issues are resolved promptly and effectively.
• Serve as a key communication bridge during incidents—delivering timely updates to stakeholders, including senior management and frontline teams.
• Collaborate closely with technical, operational, and leadership teams to facilitate effective decision-making and action during incidents.
• Initiate and drive major incident protocols, setting priorities and implementing mitigation strategies as needed.
• Analyze incident and escalation trends to find areas for ongoing operational improvement.
• Ensure that operational activities adhere to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), championing improvements as required.
• Assist with governance and administrative tasks, such as maintaining accurate operational data and managing system access.
• Contribute to building a high-performing operations environment, supporting both internal and external partners.

Candidate Profile

• Background in customer service, operations, or technical support (preferably in contact centre settings).
• Understanding of frontline operational systems and responding to system performance issues.
• Effective communicator, comfortable engaging with colleagues at all levels—up to senior leaders.
• Calm under pressure, organized, and adept at multitasking within tight deadlines.
• Analytical and inquisitive, utilizing data to troubleshoot and resolve challenges.
• Collaborative by nature and skilled at building cross-functional relationships.
• Accountable, decisive, and committed to safeguarding both customer experience and business outcomes.
• A passion for elevating customer satisfaction and promoting continuous improvement.

Working Details & Environment

• 37.5 hours per week, with shift coverage between 7 am and 8 pm from Sunday to Monday.

Benefits & Rewards

• Competitive basic salary
• Bonus opportunities
• Up to 28 days annual leave, plus bank holidays
• Paid time for volunteering and charitable work
• Customizable benefits packages including discounts, vouchers, and pension options
• Comprehensive support for career development, learning, and parental leave

Additional Information

• Employment is subject to background, criminal (DBS), and financial checks in accordance with Financial Conduct Authority regulations.
• Reasonable recruitment adjustments and accessibility support are available upon request.
• VodafoneThree uses AI in various business processes, but interviews focus on authentic, individual experiences rather than AI-enhanced profiles.