VodafoneThree - Customer Improvement Specialist Trent, United Kingdom Customer

Position: VodafoneThree - Customer Improvement Specialist on Trent, United Kingdom Customer Improve[...]
## Vodafone Three - Customer Improvement Specialist Stoke on Trent, United Kingdom Apply Now Find out how well you match with this job

Requisition ID284040

Date posted
07/10/2026##
*
* Location:

** Stoke-on-Trent Contact Centre+ 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 Vodafone Three, 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 Vodafone Three
** 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 a part of Vodafone Three Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference.##
** What you’ll do
** You’ll play a key role in shaping how customers experience Vodafone, helping us move closer to being number one for Customer Experience—not just in telecoms, but across the wider service industry. As part of the Customer Improvement team, you’ll turn insight into action, working closely with frontline teams and stakeholders to create meaningful, measurable improvements for both customers and colleagues.
* You’ll own and manage complaints dashboards, ensuring data is accurately categorised and easy to use for insight generation
* You’ll partner with operational teams (including VOIS and external partners) to support quality assurance, coaching, and training coordination
* You’ll contribute to monthly insight packs, stakeholder discussions, and call listening sessions to bring the customer voice to life
* You’ll collaborate with Customer Improvement, E2E CX, and triage teams to understand challenges and use complaints data to shape solutions
* You’ll create and maintain engaging presentations and dashboards that provide clear, actionable insights to drive improvement plans
* You’ll support business reviews and help track performance against CX…