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Vodafone Logo Vodafone · IT - Administration

Incident Snr Specialist

United Kingdom, Stoke on Trent · Job Posted June 03, 2026
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Job Description

You’ll step into a career-defining role at the heart of a transformation—helping to shape the UK’s largest mobile network provider. As part of Channel Operations within Consumer Operations, you will play a critical role in delivering exceptional customer experience by ensuring our digital channels run smoothly, efficiently, and with minimal disruption. You’ll be the connector between technology, operations, and customer-facing teams—making sure the right actions are taken at the right time to support both our frontline teams and customers.

Job Responsibility

  • Monitor digital channels, campaigns, and systems to quickly identify issues and minimise impact on customer and frontline experience
  • Lead and coordinate incident management activities, ensuring issues are resolved efficiently while keeping stakeholders informed at every stage
  • Act as a key escalation point for frontline teams and senior stakeholders, making confident decisions when it matters most
  • Partner closely with IT, suppliers, and operational teams to resolve incidents and maintain service availability
  • Take ownership of post-incident reviews, driving continuous improvement and preventing future disruptions
  • Ensure operational processes are delivered in line with SLAs, keeping data accurate, up to date, and actionable
  • Continuously analyse performance trends and identify opportunities to improve processes, reduce demand, and enhance customer experience
  • Build strong working relationships across internal teams and external partners to deliver a seamless service
  • Support leadership with insights, updates, and recommendations to improve operational performance and customer outcomes

Requirements

  • You have experience in a frontline, back-office, or support role within a digital or customer-facing environment
  • You understand digital and IT systems (e.g., Siebel, BRM, ATG, OSM, or similar platforms) and how they impact customer journeys
  • You are confident managing incidents and working under pressure, with the ability to prioritise and make quick, informed decisions
  • You bring strong analytical skills, with the ability to interpret data, identify root causes, and drive solutions
  • You communicate clearly and confidently, adapting your style to engage stakeholders at all levels
  • You are highly organised, with excellent planning and time management skills
  • You build strong relationships and influence effectively, even in high-pressure or complex situations
  • You are proactive and continuously look for ways to improve processes and enhance customer and frontline experience
  • You are comfortable working with performance metrics, SLAs, and KPIs, ensuring targets are consistently met
  • You are a collaborative team player who thrives in a fast-paced, evolving environment

What we offer

  • Excellent basic salary plus bonus and Vodafone benefits
  • great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work
  • discounts, vouchers, a pension plan and loads more
  • learning tools
  • top-notch parental leave policies
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