VodafoneThree - Service Desk Advisor

Location: Homebased
Salary: £ 27,691 per annum
Working hours: Full time 37.5 hours per week – Monday to Friday - Some late and weekend work needed occasionally



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

Our customers are at the heart of everything we do, and when technical issues arise, you'll be there to provide the support they need. Taking ownership of customer incidents from start to finish, you'll investigate problems, coordinate resolutions, and keep customers informed every step of the way. Working within agreed service levels, you'll deliver a world-class customer experience by combining excellent communication, problem-solving skills, and a passion for helping people, ensuring every issue is resolved as quickly and effectively as possible.

• You'll be the first point of contact for our business customers, taking ownership of incidents from initial contact through to resolution while delivering an exceptional customer experience.
• You will quickly assess customer needs, gather accurate information, and use your strong communication skills to keep customers informed and reassured throughout their journey.
• You'll investigate and resolve incidents wherever possible, providing timely updates and ensuring every customer receives a professional and seamless service.
• Working closely with internal teams and external partners, you will coordinate activity, manage priorities, and drive incidents forward to achieve the best possible outcome.
• You'll take ownership of complex issues, using initiative and sound judgement to escalate where needed and keep resolutions on track.
• You will build strong relationships with customers and stakeholders alike, ensuring expectations are managed effectively and customers remain at the heart of every decision you make.

Who you are

• You'll have previous experience working in a telephone-based customer service environment within the telecommunications industry, with a track record of delivering excellent customer experiences.
• You'll have a basic understanding of IP networking, switching and routing, including Cisco products, enabling you to confidently navigate technical conversations and support incident resolution.
• You will be a confident communicator, able to build strong relationships with customers and stakeholders while providing clear, professional updates.
• You'll bring strong customer relationship management skills, taking ownership of issues and ensuring customers feel supported throughout their journey.
• You will have excellent analytical and problem-solving abilities, using information and insight to assess situations and identify the best course of action.
• You'll be comfortable managing multiple priorities in a fast-paced environment, staying organised and focused while delivering against service expectations.
• You will have a curious and innovative mindset, always looking for opportunities to improve processes, enhance the customer experience, and contribute new ideas

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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