VodafoneThree - VIP Executive

Job description

Location: Stoke-on-Trent Contact Centre + Hybrid Salary: Excellent basic salary plus bonus and Vodafone benefits Working hours: Full Time- 37.5 hours per week- Monday to Sunday- Shifts between 8am and 8pm Hybrid We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team. Who We 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 VodafoneThree, 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. Why VodafoneThree 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 a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference. What you’ll do You’ll manage a portfolio of high-profile VIP customers across the Vodafone and Three brands, delivering a premium, end-to-end customer experience across multiple channels. The role involves working closely with senior stakeholders to quickly resolve issues and minimise risk, always ensuring a seamless and discreet service. You’ll play a key role in protecting the brand by managing critical social media activity during high-impact situations. Maintaining strict compliance with FCA regulations, GDPR and data protection standards will be essential, given the sensitive nature of the accounts. Working as part of a dedicated team, you’ll balance exceptional service delivery with achieving sales and performance targets. Acting as a trusted account lead, you’ll deliver a premium experience while safeguarding brand reputation You will take ownership of the full customer journey, supporting onboarding, sales, care, complaints and offboarding across both brands You’ll work closely with senior stakeholders to resolve complex, high-risk situations quickly and effectively You will ensure full compliance with regulatory and internal requirements, including FCA, Ofcom, and data protection standards Supporting high-impact and sensitive accounts, you’ll work with Corporate Security and Governance teams where required Overseeing critical social media activity, you will coordinate with external communications teams during key moments You’ll identify opportunities to enhance the customer experience, working with wider teams to evolve and improve propositions Who you are You’ll have a strong understanding of the telecommunications industry and the wider external landscape You will be confident managing complex and high-pressure customer scenarios, using resilience and a solution-focused approach You’ll demonstrate excellent attention to detail, with the ability to adapt quickly and learn in a fast-paced environment Strong communication skills are key, with the ability to influence using insight, data and clear messaging You’ll be passionate about delivering a premium level of service, particularly to high-profile and high-risk clients Building trust comes naturally to you, with the ability to engage and support senior stakeholders, including C-suite and high-profile individuals You will take full ownership of customer queries, ensuring seamless end-to-end resolution in line with internal frameworks and standards Worried that you don’t meet all the desired criteria exactly? We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in. What we offer We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies. Need to Know 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 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. We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements. During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you. #VodafoneThree #LI-Hybrid