VodafoneThree - Dedicated Service Desk Advisor

Location: Homebased 
Salary: £30,384 basic salary plus bonus and Vodafone benefits
Working hours: Full Time 37.5 hours per week - Monday to Friday - shifts between 7am - 7pm

Basic Clearance



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 will be the trusted first point of contact for our business customers, delivering a world-class service experience while taking full ownership of customer incidents from start to resolution. You’ll play a critical role in ensuring our customers stay connected and supported, confidently navigating a mix of operational, technical, and relationship-focused responsibilities.

• You will handle customer interactions professionally and promptly, capturing accurate incident details and understanding each customer’s unique needs
• You will take ownership of incidents, working to resolve them first time where possible or coordinating with internal and external teams to drive resolution
• You will keep customers informed with timely, clear updates—translating complex technical information into simple, easy-to-understand language
• You will manage escalations where needed, ensuring issues are resolved within service level agreements and customer expectations are met
• You will build strong relationships with customers, acting as their go-to contact and a trusted advisor across their account
• You will support across a range of products and services, developing your knowledge across both fixed and mobile offerings
• You will handle account administration activities such as order processing, billing queries, and maintaining accurate customer records
• You will collaborate with teams such as Credit Control and technical specialists to resolve issues related to payments, networks, and services
• You will produce and quality-check reporting packs, providing insights and analysis to support customer decision-making
• You will contribute to customer meetings, identifying opportunities for service improvements and cost efficiencies
• You will provide expert front-line advice on devices, tariffs, and network benefits, helping customers get the best from their services
• You will support customers through onboarding activities such as migrations and number porting, ensuring a smooth transition
• You will deliver an enhanced, high-touch experience for VIP users, ensuring their needs are prioritized and exceeded

Who you are

• You bring strong customer service experience and a genuine passion for delivering outstanding customer outcomes
• You have excellent communication and interpersonal skills, with the ability to build trust and manage customer expectations confidently
• You are calm under pressure, able to handle complex queries and challenging situations professionally
• You are proactive and take ownership, seeing issues through to resolution and keeping customers informed every step of the way
• You have strong analytical thinking, able to interpret information and provide clear, actionable insights
• You are collaborative, working effectively with cross-functional teams and external partners
• You are adaptable and eager to learn, building knowledge across multiple products and services
• You have an innovative mindset, always looking for ways to improve processes and enhance the customer experience
• You have a basic understanding of networking concepts (IP networking, switching, routing), or a willingness to learn
• You are detail-oriented, ensuring accuracy across customer data, reporting, and administration

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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