VodafoneThree - Service Executive

Location: Stoke+ *Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday



*Hybrid

We believe that through collaboration and connection with our colleagues 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. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

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

The Service Relationship Management team, part of the Vodafone Business UK function, own the relationship within nominated customer accounts. 

The team:

• Are accountable to clients for the operational performance of Vodafone across mobile, 'fixed', IOT and Contact Centre services.
• Own, manage and report on Service Level Performance
• Develop and deliver Service Improvement Plans (SIPs) to drive measurable enhancements. 
• Contribute to improvements within operational teams through the SAM and CER processes
• Champion customer requirements and interests within Vodafone, acting as their voice with internal teams, 
• Play a crucial role in boosting overall customer satisfaction contributing to rNPS

The Service Relationship Management community plays a vital role in creating and sustaining the right conditions for success. By leveraging the sales-service-solution partnership, they enable growth opportunities while safeguarding existing revenue and protecting the VodafoneThree brand. 

Service Executives are aligned to support a portfolio of Vodafone Business customers and hold full accountability for delivering an exceptional end-to-end service experience. Working collaboratively within a team of service management professionals, they share responsibility for these customers, ensuring a tailored and seamless service journey.

Who you are  

• Demonstrates a basic understanding of customer needs and can recognise their perspective when discussing service-related topics.
• Has a general awareness of Vodafone products and services and can confidently refer to them when supporting customer requirements. 
• Positively represents Vodafone as a trusted brand and speaks with enthusiasm about the organisation. 
• Understands how different Vodafone teams work together and collaborates effectively to support the customer. 
• Experienced in working in customer facing environment. 
• Ability to review basic data and identify patterns or trends that may indicate performance issues. 
• Works effectively under guidance, contributing to team goals and supporting decision-making in challenging situations. 
• Confident in leading internal and external customer meetings 
• Assists in managing service escalations by following defined processes. 
• Embraces a culture of Continual Service Improvement, actively seeking opportunities to develop skills and knowledge.
• Understands the importance of cross-functional collaboration and participates in wider service management activities and programmes where appropriate.  
• Demonstrates enthusiasm for personal development and takes advantage of training and development opportunities offered. 

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.

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