Incident Specialist

Overview

This role is based at the Stoke-on-Trent Contact Centre, where you’ll work in a newly refurbished site with lounge spaces, product and demo areas, a café, and other modern facilities. The position offers an excellent base salary, bonus, and company benefits.

You’ll join a consumer-focused team within VodafoneThree that helps shape products, services, and customer propositions. The broader mission is to strengthen UK connectivity, support communities, and help close the digital divide through investment in digital infrastructure and long-term network improvement.

Working Pattern

This is a full-time position of 37.5 hours per week. Shifts run from Sunday to Monday, between 7:00 am and 8:00 pm.

Role Purpose

As an Incident Specialist, you will help safeguard customer experience by keeping services running effectively when issues occur. You’ll remain composed during incidents, bring the right teams together, and guide actions through to resolution.

What You’ll Be Doing

• Track technology performance and day-to-day operations to spot emerging issues that could affect customers or frontline teams.
• Take the lead on operational and technology incidents, coordinating the response until the matter is resolved.
• Serve as a central contact point during incidents and keep stakeholders and frontline colleagues updated in a clear and timely way.
• Work with technical teams, operational partners, and senior leaders to decide on the right next steps.
• Start and support major incident procedures, making sure priorities and mitigations are defined quickly.
• Review incident patterns, escalations, and trends to identify improvements.
• Check that operational processes meet agreed SLAs and KPIs, and push for corrections where performance slips.
• Handle governance and admin tasks, including system access support and data accuracy checks.
• Help maintain a high-performing operations environment that supports customers, partners, and frontline teams.

What We’re Looking For

• Experience in a customer-facing, operations, or support role, ideally in a contact centre or similar environment.
• Good understanding of frontline systems and how to identify and respond to performance issues.
• Confidence in communicating with a wide range of people, including senior stakeholders.
• Ability to stay composed under pressure while balancing several priorities and deadlines.
• Strong organisation, planning, and coordination skills.
• A curious, data-led approach to diagnosing problems and finding practical solutions.
• A collaborative mindset and the ability to build productive relationships across teams.
• Ownership, sound judgment, and decision-making focused on customer and business outcomes.
• A strong drive to improve customer experience and continuously enhance ways of working.

What’s on Offer

You’ll receive competitive pay, bonus potential, up to 28 days off plus bank holidays, and paid time for volunteering or charity work. Benefits can be tailored for you and your family and may include discounts, vouchers, a pension plan, and more. The company also supports development through learning tools and offers strong parental leave policies.

Important Information

This employer is regulated by the Financial Conduct Authority, so any job offer will depend on passing background checks, including criminal (DBS) and financial screening, to meet regulatory standards.

Reasonable adjustments are available during recruitment for candidates who need accessibility support, such as extra time or breaks in online assessments, a sign language interpreter, or assistive technology.

The business uses AI in parts of its operations, but candidates are expected to present their own experience, achievements, and authentic responses during the hiring process.

Inclusion Statement

The company encourages applicants from all backgrounds and says that even if you do not meet every preferred criterion, you are still welcome to apply if you are excited about the role.