VodafoneThree - Out of Hours Service Desk Advisor

Vodafone


VodafoneThree - Out of Hours Service Desk Advisor
Vodafone • United Kingdom • via LinkedIn
17 hours ago
Full–time
No Degree Mentioned
Apply on LinkedIn
Apply on Flexa Careers
Apply on BeBee GB
Job description
Location: Homebased

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working Hours: Full-Time / Shift / 2 Days, 2 Nights, 4 Off, 7am – 7pm, 7pm – 7am

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.

Join our Customer Service team and help us deliver an amazing experience for our customers. Earn their loyalty and trust by putting them at the forefront of everything we do.

What You’ll Do

To provide world class customer service whilst owning and managing customer incidents to resolution within our stringent service level agreements. Our whole business revolves around providing our customers with outstanding customer service, so when technical issues need to be resolved our Customer Service Advisers are there to help.
• To answer calls in a professional manner and in a timely fashion, logging details of the customer incident – ensuring that accurate and complete information is obtained. Drawing on your proven customer services experience you will quickly and calmly identify the needs of our business customers, who come from a variety of sectors including retail, banking and public service to name a few. You’ll use your refined communication and interpersonal skills to manage their expectations, while technical expertise isn’t essential, you’ll have the ability to manage complex technical queries
• Resolving incidents wherever possible or to assign them to various incident resolving teams, you will keep customers updated in a professional, timely and efficient manner. Sometimes you will need to convey complex updates in simple terms, these customers are switched-on incident managers who know what they want and expect you to take ownership of their needs
• Own and drive incident resolution with various 3rd parties or internal resolving teams, invoking the escalation process where required. Ensure that customer incidents that occur across Vodafone fixed line products or involve multiple 2nd line groups are coordinated so that the customer receives a consolidated response from Vodafone
• Multi-skilled across multiple customers and products, including both fixed and mobile

Who You Are
• Customer relationship management
• Excellent communication skills
• Good analytical skills
• Innovative
• Basic knowledge of IP networking, switching and routing (Cisco Products)

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.

#VodafoneThree