Job Description

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 a customer-focused HR professional to act as the first point of contact for employees seeking guidance on HR policies, processes, and operational queries. This role supports employees through multiple service channels including email, web chat, and online case management tools, ensuring timely, accurate, and high-quality query resolution. The successful candidate will work closely with HR Centres of Excellence and operational teams to deliver an excellent employee experience while maintaining service level commitments and driving continuous process improvements.

What you will do

Serve as the first point of contact for employee HR queries received through email, web chat, and online ticketing systems.
Resolve employee enquiries accurately and efficiently, ensuring a positive employee experience.
Follow up with relevant HR teams and stakeholders to ensure timely query resolution.
Maintain service delivery in line with agreed Service Level Agreements (SLAs).
Ensure all case processing activities are completed accurately, consistently, and within required timelines.
Support data integrity requirements and comply with audit and quality standards.
Provide guidance on HR policies and processes using available knowledge resources.
Work collaboratively with HR Centres of Excellence to remain informed of policy and process updates.
Contribute ideas for continuous process improvement to enhance service quality and efficiency.
Support the team's objectives by meeting operational KPIs and service standards.

Who you are

Graduate in any discipline.
1 to 5 years of professional experience, preferably within HR operations, shared services, customer service, or employee support environments.
Excellent verbal and written communication skills.
Strong interpersonal skills with the ability to communicate clearly and professionally.
Ability to assess employee queries and apply appropriate solutions within defined processes and guidelines.
Customer-centric mindset with a focus on delivering high-quality service.
Good organisational skills and attention to detail.
Ability to work effectively within established KPIs and service levels.
Basic problem-solving and case management skills.
Willingness to learn and adapt to changing policies and processes.

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 build expertise in HR operations and employee support services.
Exposure to a wide range of HR policies, processes, and service delivery activities.
Collaboration with HR Centres of Excellence and business stakeholders across the organisation.
Experience working in a fast-paced shared services environment.
Opportunity to contribute to employee experience improvements and operational excellence initiatives.
Development of customer service, stakeholder management, and problem-solving capabilities.

What skills you will learn

HR operations and employee lifecycle support processes.
Employee query management across multiple communication channels.
Service level management and operational performance measurement.
HR policy interpretation and application.
Stakeholder engagement and communication techniques.
Case management and quality assurance practices.
Continuous process improvement and customer experience enhancement methodologies.

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

Alert

Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.” #JDEnhancedByTARA

Follow us on social media and #StayConnected

LinkedIn: VOIS LinkedIn

Facebook: VOIS Facebook

Instagram: VOIS Instagram

You can also chat with our employees to learn more about our projects: Employee Connect

About Vodafone

At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us.

Through our technology we empower people, connecting everyone regardless of who they are or where they live, we protect the planet and help our customers do the same.

But we’re not just shaping the future of technology for our customers – we’re shaping the future for everyone who joins our team too. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable, more inclusive world.

If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities and support to help you belong and make a real impact.

#TogetherWeCan

Industry

Telecommunications

Company Size

10,000+ employees

Headquarters

London, GB

Year Founded

1982

Website

vodafone.com

Social Media

Executive