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Service Desk Advisor

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Vodafone

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Location:
United Kingdom , Home Based

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

27691.00 GBP / Year
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Job Description:

VodafoneThree - Service Desk Advisor at Home Based, United Kingdom. Role is no longer accepting applications. Salary: £27,691 per annum + 5% quarterly performance bonus. Full time 37.5 hours per week – Monday to Friday - rotating shifts 7 AM to 7 PM including Bank Holidays. Homebased. "Office in a Box" home working kit provided. Responsibilities include answering calls, logging incidents, identifying customer needs, managing expectations, resolving incidents, conveying updates, and driving incident resolution. Requirements include experience with customer relationship management, communication skills, analytical skills, and basic knowledge of Mobile, Fixed and Wireless Networking infrastructure. Benefits include pay, bonuses, up to 28 days off plus bank holidays, paid time for charity work, discounts, vouchers, pension plan, learning tools, and parental leave policies.

Job Responsibility:

  • Answer calls in a professional manner and in a timely fashion, logging details of the customer incident – ensuring that accurate and complete information is obtained
  • Drawing on your proven customer services experience, identifying the need of your business customers who come from a variety of sectors including retail, banking and public service to name a few
  • Use refined communication and interpersonal skills to manage their customers’ expectations
  • Resolving incidents wherever possible or to assign them to various incident resolving teams
  • Conveying complex updates in simple terms - these customers are switched-on incident managers who know what they want and expect you to take ownership of their needs
  • Own and drive incident resolution with various 3rd parties or internal resolving teams, invoking the escalation process where required
  • Ensuring customer incidents that occur across Vodafone fixed line products or involve multiple 2nd line groups are coordinated so that the customer receives a consolidated response from Vodafone

Requirements:

  • Have experience with customer relationship management
  • Proven ability to communicate clearly and confidently with both technical and non-technical stakeholders
  • Good analytical skills
  • Continuously seeks opportunities to improve service delivery and customer satisfaction
  • Basic knowledge of Mobile, Fixed and Wireless Networking infrastructure
What we offer:
  • 5% quarterly performance bonus
  • up to 28 days off plus bank holidays
  • paid time for charity work
  • discounts
  • vouchers
  • pension plan
  • parental leave policies
  • learning tools

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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