[Hiring] Performance Specialist @Vodafone

Role Description

This role exists to build scalable frameworks so performance does not degrade as demand increases. The Performance Specialist team is there to deliver exceptional performance for our customers by driving excellence throughout our Customer Fulfilment teams.

Main responsibilities:

• Identify opportunities to improve the customer experience through data insight, automation, and process improvements.
• Work closely with VodafoneThree technical teams and 3rd Parties to enhance the customer’s experience and look for ways to continually improve service.
• Maintain a clear and current understanding of Customer Fulfilment key performance indicators (KPIs), recognising trends and challenges, and identifying the underlying causes.
• Maintain awareness of changes across Customer Operations which may impact performance and highlighting these where necessary.
• Act as a reliable support partner to respective Operations Managers, contributing to the improvement of key performance indicators (KPIs).
• Implement improvement action plans for key metrics to enhance efficiency, productivity, and overall performance.
• Utilise new support tools and systems to identify opportunities for better reporting, analysis, and data visualisation.

Qualifications

• Strong experience in customer fulfilment, service operations, or customer experience roles within a complex, high-volume environment.
• SQL experience.
• Power Platforms highly desirable.
• Strong analytical & performance competencies, especially problem solving, pattern recognition, data synthesis.
• Experience of driving operational improvements involving multiple stakeholders and teams.
• Confident stakeholder manager, able to influence senior leaders using data-driven narratives and clear business cases.
• Solid understanding of operational performance metrics and how they link to customer outcomes.
• Comfortable operating with ambiguity and balancing multiple priorities simultaneously.

Requirements

• 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.

Benefits

• Great pay and bonuses.
• Up to 28 days off plus bank holidays.
• Paid time for charity work.
• Personalised benefits for you and your family, like discounts, vouchers, and a pension plan.
• Amazing learning tools for career development.
• Top-notch parental leave policies.

Company Description

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.

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.

Join our UK Networks team, where we’re continually building and enhancing our network, connecting millions of people and businesses across the country. Be part of the team that makes it all happen – simplifying, automating, and bringing better connectivity than ever before, with giga-fast speed, to our customers.