Customer Service Advisor - Technical Voice Process (UK)

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.

About this Role

We are seeking a Voice Technical Support Specialist to manage and resolve technical queries related to home broadband and landline services for UK consumer customers. This role involves end-to-end troubleshooting, identifying service solutions, and ensuring a seamless customer experience. The position is based in Pune and requires flexibility to work in a 24x7 rotational shift environment.

What you will do

• Respond to and troubleshoot customer interactions across multiple channels, delivering timely and effective solutions.
• Identify opportunities for upselling while ensuring customer satisfaction.
• Take ownership of issues and follow through to achieve First Call Resolution (FCR) and meet SLA targets.
• Investigate areas of dissatisfaction, process failures, and advisor errors to implement corrective actions.
• Communicate areas for process improvement and contribute to efficiency enhancements.
• Align with Vodafones vision and goals, fostering collaboration and positive relationships across teams.

Who you are

• Graduate in any discipline; preference for technical or computer-related studies.
• 0–5 years of experience in customer service within a technical process.
• Strong background in voice support; prior exposure to broadband and Wi-Fi router troubleshooting is highly desirable.
• High computer literacy and excellent verbal communication skills.
• Ability to adapt to change, adhere to processes, and contribute to improvements.
• Customer-focused mindset with accountability for resolving service issues.

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

• Opportunity to work in a global organisation with exposure to advanced technologies and processes.
• Collaborative work environment focused on innovation and continuous improvement.
• Career development through structured training and on-the-job learning.
• Inclusive culture that values diversity and empowers employees to thrive.

What skills you will learn

• Advanced troubleshooting techniques for broadband and landline services.
• Customer experience management and First Call Resolution strategies.
• Process improvement and efficiency optimisation.
• Communication and problem-solving skills in a global service environment.

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