VodafoneThree - Operations Specialist

Location: Newbury + *Hybrid

Working hours: Full time 37.5 hours per week – Mon to Fri

Grade: 9

Hiring Manager: Steve Fiddy

*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 our Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life. 

The Digital Operations Specialist plays a vital role within the Digital Channel Operations team, ensuring that the digital channel operates with high stability, reliability and performance across both sales and care journeys. 

Working under the Digital Operations Manager, the Specialist supports operational excellence across incident management, release readiness, functional KPI tracking, non‑functional requirements (NFRs), dashboard maintenance and day‑to‑day operational performance management. 

This role ensures that issues are quickly identified, surfaced, understood and resolved, driving a seamless and high‑quality digital experience for customers and internal teams. 

What you’ll do

• Monitor operational performance across digital sales and care journeys, identifying issues, anomalies and trends affecting customer experience or functionality. 
• Support incident management processes, including first‑line triage, severity assessment, tracking of root causes and liaison with Product, Engineering and Operations teams. 

• Maintain dashboards and operational reporting, ensuring accurate and up‑to‑date visibility of functional KPIs, NFRs, incidents and release impacts. 

• Perform daily and weekly operational checks, validating page performance, journey stability, key functionality health and availability across devices. 

• Support release planning activity, ensuring operational requirements, NFR checks and functional test outcomes are captured ahead of go‑live. 

• Track and manage functional KPIs, surfacing conversion blockers, error trends, latency degradation and operational risks to the Digital Operations Manager. 

Who you are 

• Experience in digital operations, service management, web operations support or related digital performance roles. 

• Solid understanding of digital journeys, functional dependencies and basic technical behaviours within web/app environments. 

• Ability to monitor, interpret and act on performance metrics, dashboards, logs and operational KPIs. 

• Experience participating in incident management processes, including triage, issue documentation and communication. 

• Strong attention to detail with the ability to spot anomalies, errors, degradation in performance and potential risks. 

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 & development tools.
 

Recruiter Name: Thanisa Razeek

Recruiter Email: Thanisa.Razeek@three.co.uk

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.

We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. 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 contact your recruiter directly or email jobs@three.co.uk 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