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VodafoneThree - Service Desk Adviser

Aggregate function:  Vodafone Business
Business Area:  Local Vodafone Business Unit
Posting Country:  United Kingdom
Date Posted:  17 Dec 2025
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Location: Homebased Working
Salary: Excellent basic salary plus bonus and Vodafone benefits 
Working Hours: Full time 37.5 hours per week – Mon to Fri 

 

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

 

You’ll be dedicated to delivering world-class customer service by taking full ownership of customer incidents and driving them to resolution within our strict service level agreements. Our business is built on providing outstanding experiences for our customers. When technical issues arise, the Converged Service Desk Advisers are ready to step in, offering expert support and guidance to ensure every problem is resolved quickly and effectively.

 

  • You will respond promptly and professionally to customer queries across calls, emails, and webchats, while calmly understanding their needs and drawing on your proven customer service experience.
  • You will log incident details accurately, ensuring all necessary information is captured for quick resolution.
  • You will manage expectations with excellent communication and interpersonal skills, keeping customers informed every step of the way.
  • You will simplify complex updates into easy-to-understand terms, making sure customers feel informed and confident.
  • You will resolve customer incidents wherever possible or assign them to the appropriate resolution teams when needed.

 

Who you are  

 

  • You are confident in building and maintaining strong, positive relationships with customers by understanding their needs, providing tailored solutions, and ensuring a seamless experience throughout every interaction.
  • You have the ability to communicate clearly and confidently across multiple channels, adapting your style to suit different audiences.
  • You can bring fresh ideas and creative problem-solving to the table, continuously seeking ways to improve processes, enhance customer experience, and deliver smarter solutions.
  • You will be able to manage a diverse range of products and services across multiple channels within the Fixed, Converged, and IoT space, ensuring consistency, accuracy, and exceptional service delivery.
  • You possess the ability to assess situations quickly and accurately, using data and insights to identify root causes, resolve issues efficiently, and make informed decisions that benefit both the customer and the business.

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.

#vodafoneuk #VodafoneThree #LI-Hybrid

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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