Job Description

Who we are

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VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

#VOIS #BeUnrivalled #CreateTheFuture

About this Role

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We are seeking a proactive and detail-oriented individual to join our UK Mobile Field Dispatch team. This role involves managing fault ticket triage, allocating reactive and planned work to field engineers, and ensuring compliance with site-specific procedures. The individual will support continuous improvement initiatives, monitor ticket progress, and provide operational excellence to both internal and external stakeholders. The position requires 24x7 shift availability and close collaboration with assurance, field operations, and incident management teams.

What you will do

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Conduct initial fault ticket triage and analysis for accurate dispatch. Allocate work manually or via automated systems to field engineers. Monitor ticket progress and ensure escalation protocols are followed. Assist engineers with access permissions, climbing approvals, and third-party services. Support Dispatch Manager in achieving KPIs and preparing reports. Resolve Jeopardy Alerts and maintain detailed ticket notes. Ensure legal and safety compliance for site access and climbs. Provide telephone and email support to internal teams and customers. Manage documentation for access applications and invoice approvals. Follow landlord procedures for site access and security clearance. Update open work requests and highlight delays or issues. Optimise field resource allocation within SLA timelines. Activate disaster recovery protocols during equipment failures. Contribute to tool and process development for improved performance.

Who you are

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Hold a qualification in Electrical or Telecommunication Engineering or equivalent. Possess 2+ years of experience in Telecom, BPO, or KPO sectors. Experienced in dispatch operations within ICT environments. Skilled in interpreting technical fault tickets and meeting KPIs. Proficient in Microsoft Office applications and ticketing tools like Remedy. Capable of influencing internal and external stakeholders. Strong organisational and multitasking abilities. Effective communicator with adaptable reporting skills. Knowledgeable in Health and Safety within field operations. Familiar with GSM, 3G, and 4G technologies. Demonstrate customer focus, accountability, teamwork, and determination.

Not a Perfect Fit?

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Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

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Opportunity to work in a dynamic, high-performance dispatch environment. Exposure to cross-functional teams and international operations. Involvement in continuous improvement and innovation initiatives. Experience in managing critical field operations and customer interactions. Development of leadership and stakeholder management capabilities.

What skills you will learn

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Advanced fault ticket analysis and dispatch coordination. Compliance and documentation management for field operations. Effective communication and escalation handling. Disaster recovery planning and execution. Process optimisation and tool development for operational efficiency.

VOIS Equal Opportunity Employer Commitment

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Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

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At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Alert

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