Who we are
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
We are seeking an individual to support UK Mobile Field Dispatch operations by conducting ticket triage, ensuring accurate and timely field assignments, and maintaining continuous engagement with assurance, field, and incident management teams. The role requires strong organisational skills, the ability to interpret technical information, and readiness to work in a fast-paced, 24x7 environment while contributing to operational excellence and service quality.
What you will do
- Conduct initial triage of fault tickets and provide analysis to ensure accurate dispatch.
- Allocate reactive and planned work to Field Engineers through manual assignment or automation tools.
- Collaborate closely with NOC teams and stakeholders to support continuous improvement initiatives.
- Monitor ticket allocations through to resolution, following escalation procedures where necessary.Assist engineers by securing climbing permissions, access approvals, health and safety documentation, and other third‑party services as required.
- Support Dispatch KPIs by generating escalation and post‑failure reports.
- Provide high‑quality operational support to internal teams and external customers.Monitor jeopardy alerts and provide timely assistance to engineers.
- Maintain clear, concise ticket notes including access references, approvals, and confirmation details.
- Comply with field and customer procedures to ensure safe and legal access to all sites.
- Provide constant telephone and email support through designated channels.Secure necessary Purchase Orders, payment details, and documentation for access applications.
- Comply with landlord procedures, including security and special clearance requirements.
- Monitor and optimise work queues to ensure SLA adherence.
- Follow Disaster Recovery procedures during equipment failures.
- Contribute to the development of tools, processes, and procedures to enhance operational performance.
Who you are
- Possess a qualification in Electrical Engineering, Telecommunication Engineering, or an equivalent field.
- Bring 2+ years of experience in Telecom, BPO, or KPO sectors.
- Have experience working in a fast-paced dispatch environment, ideally within ICT.
- Able to interpret technical details from fault tickets and dispatch within KPI commitments.
- Experienced in ICT operations involving fault ticket management.
- Skilled in influencing and coordinating internal and external teams.
- Highly organised with strong multitasking abilities.
- Proficient in Microsoft Word, Excel, PowerPoint, and Project.
- Knowledge of Remedy or equivalent ticketing systems preferred.
- Able to tailor communication styles for different stakeholders.
- Understand health and safety considerations in field operations.
- Demonstrate customer focus, accountability, teamwork, and determination.
Not a Perfect Fit?
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
What skills you will learn
VOIS Equal Opportunity Employer Commitment
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
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 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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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