VodafoneThree -Digital Incident Senior Specialist

Location

Stoke-on-Trent Contact Centre + Hybrid (3 days a week in the office)

Excellent basic salary plus bonus and Vodafone benefits

Full time 37.5 hours per week – Monday - Friday 08:30 - 17:15 + On call

• Take the lead on overseeing digital sales and operations, quickly jumping on technology or digital-channel incidents to keep the customer experience running smoothly.
• Own the end‑to‑end management of incidents (including Major Incidents), from assessing impact to coordinating fixes and keeping stakeholders clearly informed throughout.
• Review and approve planned digital changes, making sure risks are understood, governance is followed, and customer or frontline impact is kept to a minimum.
• Act as the central point of coordination during incidents, working closely with IT, Digital, Engineering and Consumer Operations teams to drive fast, effective resolution.
• Proactively monitor platform performance, use frontline insight and real‑time alerts to spot issues early, and escalated them through the right channels.
• Track performance against KPIs, spot trends and opportunities, and help continuously improve service quality for customers, frontline teams and partners.

• Experience with day‑to‑day operations and a good feel for how the business actually runs.
• Comfortable working with digital platforms and IT systems, without getting phased by the technical side.
• A good understanding of how business processes work, how systems behave when things go wrong, and what the customer journey looks like end to end.
• Strong people and communication skills, able to work with lots of different stakeholders and get things moving without needing formal authority.
• Strongly curious and analytical, able to untangle complex issues and explain what’s going on in a clear, data‑backed way.

Great pay, bonuses, up to 28 days off plus bank holidays, paid time for charity work, discounts, vouchers, a pension plan and more. Learning tools, parental leave policies and other personalised benefits for you and your family.

We are regulated by the Financial Conduct Authority. 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 (e.g., 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  for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. During the interview, we expect you to rely on your own knowledge and skills to show us who you really are. Authenticity is key.