Service Desk Advisor

Location: Homebased

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working Hours: Full time 37.5 hours per week – Monday to Sunday – 07:00 – 19:00

Our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with Vodafone Three, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

Our goal is to make sure Vodafone Three business customers get the best possible experience whenever they contact the Service Desk. We’re here to provide quick, efficient support and aim to resolve queries at the very first point of contact 24 hours a day, 7 days a week. We act as the main connection point between our customers and Vodafone Three, and we’re committed to minimising any impact to their business by providing prompt, reliable assistance every time they reach out.

• You will be responsible for keeping customers updated throughout the entire incident journey, making sure all communication is timely, relevant, and genuinely helpful—always in line with the SLAs we’ve agreed with our clients
• You will validate, repair, track and drive all tickets in line with agreed quality measures.
• You will be focused on Continuous Service Improvement by spotting opportunities to streamline processes and close support gaps
• Your aim is to enhance the customer experience, reduce escalations, and boost client NPS—all while working in line with ISO standards
• You will be working collaboratively within the Service Desk and across all support teams and suppliers, while following ISO
  9001 and ISO
  27001 guidelines to ensure consistent, high quality service

• You are customer centric and effective communicator who always focuses on delivering clear, supportive, and positive interactions
• You can consistently deliver strong, high quality results even in a fast paced, constantly changing environment, while staying focused and organised
• You have excellent written and verbal communication skills
• You can work confidently as part of a team and build positive, effective relationships…