VodafoneThree - Home Broadband Complex Advisor (Stoke-on-Trent, GB) presso Home

Location: Stoke-on-Trent (4 day in Stoke Contact Centre) + Hybrid
Salary: £ 29,215 and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Sunday – 8 hour shifts between 8am – 8pm 

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

As an advisor for our Complex HBB (Home Broadband team you will handle the most difficult and complex customer queries across our Early Life Care operation. You will work in a fast-paced, customer focused department, working closely with external suppliers taking ownership to case manage and resolve all complex queries to point of resolution for our customers.

• You will provide an exceptional level of customer service to ensure our HBB customers with complex queries receive the best customer experience possible.
• You will provide excellent care and support via inbound and outbound channels to our HBB customers with complex queries.
• You will manage customer and colleague expectations through excellent communication skills and case management through to resolution.
• You will be responsible for resolving customer queries, including complaint handling and feedback any issues which negatively influence our customer experience.
• Represent the business and act as a brand ambassador.
• You will liase with external broadband suppliers utilising different communication platforms to update HBB complex customers with relevant updates on orders.

Who you are

• You will be able to handle inbound, outbound voice calls and case management through to customer resolution.
• You will have the ability to manage complex situations and challenging customer scenarios demonstrating resilience in the face of this challenge.
• You will showcase the ability to multitask and flex between workstreams ensuring that you use the tools and systems available to you to provide excellent customer service every time.
• You will be passionate about customer experience.
• You will possess clear, professional and positive verbal and written communication skills.
• You will preferably have previous experience within fixed line/broadband organisations.

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 (https://careers.vodafone.com/uk/applying-to-us/) 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.
 

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