VodafoneThree - Dedicated Customer Service Advisor

Location: Home Based 
Salary: Spot Rate 2 - £27,691
Working hours: Full Time- 37.5 Hours per week- Monday to Friday- Shifts between 8am and 6pm




Homebased

Our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

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 

An Enhanced Customer Service Advisor acts as a dedicated customer champion, ensuring customer accounts run smoothly and efficiently. They build strong relationships with customers and key stakeholders, developing a deep understanding of individual needs to provide tailored support and exceptional service. Working closely with both internal and external partners, they take ownership of customer queries, proactively resolving issues and delivering a positive customer experience at every stage of the journey. 

• You'll take ownership of customer relationships, delivering a seamless experience by resolving queries via phone and email within agreed service levels.  
• You will act as a trusted point of contact for escalations and complex account issues, providing clear communication and effective solutions.  
• You'll work closely with teams across Vodafone to investigate and resolve account, technical, and network-related queries.  
• You'll support Account Managers and Service Managers to help ensure customer accounts are managed efficiently and proactively.  
• You will build strong relationships with colleagues and stakeholders, coordinating resources to deliver the best possible outcomes for customers.  
• As part of a high-performing team, you'll contribute to delivering world-class customer service and consistently exceeding customer expectations.  
• You'll champion continuous improvement by identifying opportunities to enhance the customer experience and supporting wider business initiatives when needed. 

Who you are   

• You've got excellent communication skills, with the confidence to build strong relationships and engage effectively with people at all levels.  
• You have strong literacy and numerical skills, alongside a keen eye for detail and accuracy.  
• You've gained customer service experience, ideally within the telecommunications industry, and understand the importance of delivering a great customer experience.  
• You may have experience managing client relationships or supporting business customers; while desirable, this isn't essential.  
• You have a passion for continuous improvement and enjoy finding ways to enhance both the customer and colleague experience.  
• You've worked on projects, initiatives, or process improvements, helping to drive engagement and positive outcomes.  
• If you have experience using Crystal or similar customer management systems, that's great, but it's not essential as full training will be provided. 

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/reasonable-adjustments/) 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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