VodafoneThree - Incident Specialist

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.