Operations Support Senior Specialist

Location:

Stoke + Hybrid working

Working Hours:

Full time 37.5 hours per week – Mon – Fri

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.

You should work with your line manager to understand what their expectations are for you, your specific role and your team.

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.

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.

The Operations Support Specialist plays a critical role in ensuring our operation runs smoothly, efficiently, and consistently delivers an exceptional customer experience. Sitting at the heart of the day to day, this role supports our operational leaders by monitoring performance, identifying opportunities for improvement, and driving behaviours and outcomes that matter most.

• Partner closely with operational leaders, frontline teams and external partners to support the delivery of customer, commercial and service objectives.
• Support day‑to‑day operational performance, helping teams identify and overcome challenges that impact customer experience and business results.
• Work collaboratively with operational stakeholders to implement improvement initiatives and embed positive change.
• Build strong relationships across the operation, acting as a trusted partner and source of support for performance and delivery activities.
• Monitor operational performance and help translate trends into practical actions that improve efficiency, quality, and customer outcomes.
• Support the delivery of operational projects, process improvements and business change initiatives.
• Champion best practice and contribute to a positive, customer‑focused and high‑performing culture.
• Support onboarding, communication and training activities to ensure operational teams remain informed, engaged and equipped to succeed.
• Work with internal and external partners to ensure service commitments and commercial objectives are achieved.

• Experience working within a contact centre, customer operations or service‑led environment.
• Strong understanding of operational performance and what drives successful customer outcomes.
• Experience working closely with Team Managers, operational leaders or partner organisations to support performance delivery.
• Excellent relationship‑building and stakeholder management skills.
• A collaborative style with the ability to influence outcomes without direct authority.
• Strong organisational skills and the ability to coordinate multiple priorities in a fast‑paced environment.
• Experience supporting operational improvement initiatives and embedding change.
• Comfortable using performance information to identify issues and support decision‑making.
• Proactive, adaptable and customer‑focused, with a passion for improving operational performance.

We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All. 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 – you may be the right candidate for this role or another role, and our recruitment team can help you see how your…