Service Incident Manager

Location: Farnborough 
Salary: Competitive + Vodafone Benefits
Hours: Full time 37.5 hours per week – Mon to Fri (Including 1 week in every 6 on call. On Call Allowance Available) 

 

Join Vodafone Secure Sector for Vodafone UK and be heavily embedded in providing world-class Secure Solutions for our Enterprise clients. As we strive to keep ourselves ahead of the game and the threats, you will lead the way in Telecommunications and work with the latest technologies. 

 

 

What will you be doing? 

Within this role you will support our Global business customers receive the best possible customer experience and quickest possible resolution of their query.  Contact is multi-channel, multi-lingual and we strive to restore service as quickly as possible 24hrs a day 7 days a week.

 

• Support the Service Desk by acting as a point of escalation 
• Incident Management – ownership and driving resolution of incidents and first point of contact resolution of faults and requests.
• Communicating with customers providing proactive and reactive customer support for incidents that arise 
• Continuous Service Improvement – identification of opportunities within the operation to reduce process and support gaps. 
• Improve customer experience, reduce escalation and improve client NPS whilst following ISO guidelines.
• Working collaboratively within the Service Incident Management team environment and within ISO9001/27001 guidelines across support functions and various suppliers

 

Who are we looking for?  

• Previous experience within an Incident Manager role 
• Passionate about delivering exceptional customer service
• Collaborative mindset with a strong team ethic
• Developed communication skills both written and verbal 
• Must be eligible for SC clearance
• Fixed and Wireless Networking infrastructure experience is desirable 
• An understanding of the principals of ITIL is useful, but not essential

 

Apply here:  https://opportunities.vodafone.com/job-invite/194139/