VodafoneThree - Specialist Care Advisor

Job Description

Location: Homebased
Salary: Basic Salary £27,691+ Quarterly Bonus
Working hours: Full time 37.5 hours per week - Monday to Friday - 8 am to 4 pm & 10 am to 6 pm (Rotational Shifts)



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.

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

As a Customer Account Specialist, you’ll become the trusted voice and go-to “customer champion” for your accounts. You’ll build strong relationships, understand what matters most to your customers, and make every interaction count—ensuring a seamless and positive experience at every step.

• You will connect with customers through calls and emails, always putting their needs and interests first
• You will take ownership of queries, resolving them end-to-end with a strong focus on getting it right the first time
• You will act as a key point of contact for escalations and more complex issues, ensuring timely and effective resolutions
• You will keep customer records accurate and up to date, capturing clear and concise interaction notes
• You will collaborate with internal teams across Vodafone to resolve account, technical, and network-related queries
• You will support Account Managers and Service Managers to keep customer accounts running smoothly
• You will share insights and feedback during regular stakeholder discussions to continuously improve service delivery
• You will contribute to team performance by meeting service level agreements and delivering high-quality outcomes
• You will proactively spot opportunities to enhance customer experience and help implement improvements
• You will role-model customer-first behaviours and advocate for Vodafone’s products and services

Who you are

• You bring experience in enterprise customer service (around 12 months or more)
• You are confident building relationships and acting as a trusted point of contact for customers
• You communicate clearly and professionally, whether over the phone, in writing, or across teams
• You have strong problem-solving skills and enjoy taking ownership of challenges through to resolution
• You’re a collaborative team player who contributes positively to shared goals
• You’re curious, adaptable, and open to learning new systems and ways of working
• You have strong attention to detail, with excellent literacy and numeracy skills
• You’re comfortable working with systems and tools, with good typing and data entry accuracy
• You can engage effectively with stakeholders at all levels
• You enjoy working in a fast-paced, customer-focused environment where you can make a real impact

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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