VodafoneThree -Digital Incident Senior Specialist

About the Role

Vodafone Three is an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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 to Friday 08:30 to 17:15, plus on call.

Our hybrid working approach requires bringing into the office 4 days each week, for at least 16 days per month. Work with your line manager to understand expectations.

• 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 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 being 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.
• Natural curiosity and analytical mindset, able to untangle complex issues and explain what is going on in a clear, data‑backed way.

Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. Personalise benefits such as discounts, vouchers, pension plan, and more. Career development through learning tools and top‑notch parental leave policy.

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 regulator's standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, please refer to the Accessibility section of our Careers website ().