Location: Farnborough
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Shift role working 2 days, then 2 nights followed by 4 days off rotation 7am-7pm and 7pm-7am. (Sunday -> Sunday Rotation)
Who We Are
We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Join our Security team and experience bringing intelligent technology and advanced threat expertise to organisations that form the UK's Critical National Infrastructure, this specialist team helps to simplify their day-to-day cyber security operations, enabling their own people to focus on their bigger strategic priorities.
What you’ll do
You will provide world class customer service whilst owning and managing customer incidents to resolution within our stringent service level agreements. In addition you will drive the operational excellence of Fixed & Data services and various applications and other associated technologies, by providing 24x7x365 support cross multi-functional teams across various domains throughout their lifecycle.
• Logging details of a customer incident – ensuring that accurate and relevant information is obtained. Handing off incident to the correct resolving agency within agreed timescales.
• Provide 1st line support, triage of tickets, obtaining additional information where needed.
• Own and drive incident resolution with various 3rd parties, invoking the escalation process with you being L1/2 escalation.
• Support internal customers/systems, working to the ethos of being one team.
• Achieve monthly quality SLA’s & KPI’s
• Resolving incidents as the first point of contact, wherever possible so assign them to incident resolving teams.
Who you are
• Ability to understand and identifying problems /trends to enable implementation of the necessary course of action to achieve the desired outcomes.
• Previous experience in resolving incidents at the first point of contact.
• Excellent communication, presentation and inter-personal skills.
• Understanding of the ITIL Framework
• Ability to work under minimal supervision, as well as handle difficult and sensitive situations by making sound and independent judgements against competing deadlines.
Security Clearance: This position requires the person to hold or to be eligible to undergo UK Security Clearance (SC) clearance.
What we offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.
Together we can
Vodafone UK 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 regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, 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.