VodafoneThree - CX Comms & Performance Lead

Job Description

Location: Newbury + 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.

Join us at the heart of our business in Corporate, one of the central support functions that underpin our business and keep us moving forward. We provide centralised support, expertise and guidance across our UK and Group operations, continuing to build on our success and trailblazing the way to our next stage of digital growth.

What you’ll do

We’re at a once in a career moment as we bring together two major brands to create the UK’s largest mobile network and redefine what great connectivity feels like for millions of customers. This is your chance to help shape not just a new company, but a new culture and legacy for the industry.

In this role, you’ll lead the strategy, governance and continuous improvement of all customer communications across Billing, Credit, Payments and Collections, ensuring they are clear, empathetic and fully compliant.

You’ll drive cross functional accountability for reducing complaints and improving customer experience by embedding data led insights and measuring the impact of key initiatives. Your work will directly influence how customers experience our brand during critical moments, strengthening standards that protect them and reduce avoidable demand.

It’s a rare opportunity to set the benchmark for customer and employee experience during one of the most significant transformations the sector has seen.

Key Responsibilities:

• Shape and maintain clear, consistent and compliant customer communication frameworks, templates and playbooks.
• Ensure every customer message is accurate, empathetic, on brand and aligned to regulatory and consumer protection standards.
• Work closely with Legal, Risk and Compliance teams to uphold the highest levels of financial conduct and customer safeguarding.
• Use data, insight and customer feedback to continuously refine written and digital communications.
• Lead performance tracking for complaint reduction initiatives across Billing, Credit, Payments and Collections.
• Monitor complaint trends, root causes and repeat contact drivers to pinpoint opportunities for improvement.
• Build dashboards and reporting that measure the effectiveness, sustainability and impact of fixes.
• Partner with Billing Assurance, Credit Risk, Operations and Customer Care to drive cross functional ownership of customer experience improvements.

Who you are

• Significant experience in customer communications, CX performance or other regulated customer facing environments.
• Strong understanding of billing, credit, payments or collections processes, ideally gained in telecoms or financial services.
• Ability to interpret regulatory and compliance requirements and translate them into clear, customer friendly communications.
• Skilled in analysing complaint data, root causes, repeat contacts and customer sentiment to drive meaningful improvements.
• Confident influencing senior stakeholders and shaping cross functional decision making.
• Experienced in building dashboards and using data to inform priorities and measure performance.
• Exceptional written communication skills with strong editorial judgement and attention to detail.
• Proven track record in leading continuous improvement or customer impact initiatives.

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.

We believe that everyone has valuable contributions to make. As a Disability Confident Employer, we actively encourage individuals with disabilities to apply for positions within our team. Through the ‘Offer an Interview’ scheme, we aim to offer interviews to a fair and proportionate number of applicants with disabilities who best meet the essential criteria for our vacancies. If you would like to participate in the scheme, you will have the opportunity to indicate this on your application.

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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