VodafoneThree - Customer Care Specialist

Location: Farnborough - On site working
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week - 2-day shifts from 7 AM to 7 PM, 2-night shifts from 7 PM to 7 AM, 4 days off rotational 12-hour shifts


Security Clearance: This position requires the ability & willingness to undergo and obtain a Secure Vetting (SC) clearance.

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 Vodafone Business Security Enhanced and strengthen the cyber security of the UK's Critical National Infrastructure and public sector organisations.

What you'll do

As a Customer Care Specialist, you’ll become a trusted point of contact for some of Vodafone Business’ most important customers, helping to keep critical services running smoothly. Working as part of a 24/7 operations team, you’ll take ownership of incidents across a broad range of technologies, drive resolution through to completion, and ensure customers receive a seamless support experience. You’ll collaborate with technical specialists, challenge and influence resolving teams when needed, and play a key role in delivering operational excellence while continuously improving how services are managed.

• You’ll own and manage service incidents from initial identification through to resolution, ensuring minimal disruption to customers.
• You’ll act as the primary escalation point for key customers, providing proactive updates and maintaining clear communication throughout the incident lifecycle.
• You’ll coordinate with cross-functional teams across Managed Devices, Fixed Data, Cloud Services, IoT, applications, and associated technologies to drive swift restoration of service.
• You’ll lead technical and conference calls, bringing the right teams together and keeping resolution efforts focused and on track.
• You’ll monitor, validate, prioritise, and track tickets in line with agreed service and quality standards.
• You’ll build trusted relationships with customers, developing a strong understanding of their business needs and how Vodafone adds value.
• You’ll identify opportunities to improve operational performance, document best practices, and contribute to service and process improvements.
• You’ll handle customer concerns with professionalism, empathy, and accountability while meeting agreed service level commitments.
• You’ll support wider service desk activities when required, embracing a collaborative "one team" approach.
• You’ll work a 4-on, 4-off shift pattern (7am to 7pm), including weekends and bank holidays, helping deliver round-the-clock support to customers.

Who you are

• Experience in Service Incident Management, Technical Escalation Management, or a similar customer-facing operational support role.
• Knowledge of ITIL principles, with the willingness to achieve an ITIL qualification if not already obtained.
• Strong experience managing incidents, escalations, ticket lifecycles, and service recovery activities.
• A customer-focused mindset with a proven ability to build positive relationships and influence stakeholders at all levels.
• Excellent written and verbal communication skills, with confidence challenging and coordinating multiple technical teams.
• Technical knowledge of telecommunications, connectivity, cloud, network, or related technologies.
• Strong analytical and problem-solving skills, with the ability to identify trends and drive positive outcomes.
• Ability to remain calm and make informed decisions in fast-paced, high-pressure environments.
• Strong organisational skills, attention to detail, and the ability to manage competing priorities effectively.
• A continuous improvement mindset with an interest in driving efficiency, service excellence, and better customer outcomes.
• A collaborative team player who demonstrates curiosity, accountability, resilience, and a genuine desire to learn and grow.
• Someone who role models inclusive behaviours and contributes to a positive, supportive team culture.

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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