Location: Stoke-on-Trent + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday
We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
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.
Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).
What You’ll Do
The Service Relationship Management team, part of the UK Enterprise Major Business function, own the service relationship within nominated customer accounts.
- Maintain existing Customer revenue and understand the impact of churn events
- Drive continuous service improvement and service development , increasing customer satisfaction and Net Promotor Scores (NPS)
- Accountable for maintaining an industry leading end-to-end service experience for aligned customer(s)
- Accountable for delivery of customer’s contractual service deliverables, including service levels, reporting etc
- Driving the performance of operational teams to support in-life service delivery to customer
- Owns the relationship with key customer stakeholders for in-life service
- Maintain close engagement with associated sales teams
- When required take real time responsibility for service escalations or major customer incidents
Who You Are
Business Expertise
- Customer intimacy: demonstrates an insighjt into the customer’s way of thinking. Able to articulate the customer’s perspective in a straightforward way
- Ability to confidently discuss Vodafone products and services that support customers’ existing requirements with key customer stakeholders
- Champions Vodafone as a brand with customers and can talk knowledgably about the organization
- Understands how Vodafone teams work together to deliver solutions
Knowledge and Professional skills
- Ability to carry out trend analysis of key data metrics to identify and address service performance issues
- Ability to work under minimal supervision, as well as handle difficult and sensitive situations by making sound and independent judgements against competing deadlines
- Ability to lead and drive internal/external customer meetings
- Capable of managing escalation both internally and externally where service has not met expectations
- Embraces a Continual Service Improvement culture
- Understands and participates in wider Service Management or Vodafone activities and programmes, e.g. VPS, KONA
Communication
- Ability to build positive relationships internally and externally
- Practical level of influencing and negotiation skills to drive cointinual service improvement and resolve issues
- Ability to effectively communicate with key customer and operational support contacts sharing knowledge and best practice
Must Have Technical/professional Qualifications
- ITIL Foundation Certification, ITIL Service Lifecycle qualifications desirable
- Desirable: PRINCE2, Lean, Six Sigma, APM
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 (https://careers.vodafone.com/uk/applying-to-us/) for guidance.
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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