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Channel Support Specialist

Aggregate function:  Consumer
Business Area:  Local Consumer Business Unit
Posting Country:  United Kingdom
Date Posted:  7 Mar 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.

Channel Support Specialist

Location:  Stoke site – Hybrid –  4 days per week 

Working hours: 37.5 Monday - Sunday 

Salary: Excellent basic salary plus bonus and Vodafone benefits

 

At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are. 

  

 

Who We Are 

 

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company.  We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve. 

 

Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life. 
 

 

What you’ll do  

 

A Channel Support Specialist will act as the main representative and activity coordinator for Commercial Operations and other supported channels during technology incidents. You will support the channel proactively or reactively to ensure that the technical teams make the right decisions and take appropriate actions for the channel, frontline, and customers. 

 

  • You will feed back incidents/escalations, analysis of key trends and issues to ensure continual service improvement across all channels 
  • You will monitor our technology & campaigns from the Operations centre in Stoke 
  • You will raise issues & incidents proactively if required or analysing underlying operational impacts that are affecting Commercial Operations and supported areas 
  • You will lead and represent Commercial Operations/ other Vodafone areas on technology incidents that affect our operation, frontline or customers. Ensuring that these are managed through to resolution.  
  • You will be an escalation point for frontline teams and senior stakeholders when normal processes have not been successful.

Who you are

  • You will have the ability to communicate with senior managers and stakeholders.  
  • You will have 2yrs Front-line or back office or support function experience within an established call centre environment or customer facing channel.  
  • You will be able to demonstrate the ability to work under high pressure and to tight timescales.  
  • You will have in depth knowledge of the information systems used within our Front-line environments – including the ability to monitor performance and manage outages.  
  • You will have the ability to define problems, collate data, establish facts and draw valid conclusions and seek resolution.  

 

Worried that you don’t meet all the desired criteria exactly? At Vodafone 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 believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies. 

 

Together we can 

 

Vodafone UK 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-vodafone/) for guidance.

 

 #vodafoneuk

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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