About this role
We’re creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents, we will transform customers’ experience and create a best-in-class network for coverage, connectivity, and reliability, delivering greater value and more choice for the nation than ever before.
There are very few moments in our careers where we can feel the ground shifting beneath us, where we can sense that something bigger than we’ve known before is taking shape. We’re not just building a company. We’re going to build a culture, a legacy and a future to be proud of. This will require remarkable leadership and together we can set the standard in the industry and beyond for both customer and employee experience, in what it is a career-defining opportunity.
This role ensures outsourced partner services comply with contract terms and identifies improvement measures for VodafoneThree. It operates the partner relationship framework, monitors performance through governance forums, and recommends contract amendments. Responsibilities include leading QBRs/MBRs, facilitating audits, and managing service-related risks in collaboration with the commercial business manager.
Job Description
As the Contact Centre Governance Lead, you’ll take ownership of the strategy, structure, and performance standards that underpin our outsourced contact centre operations. You’ll shape the governance roadmap, ensure partners deliver against contractual commitments, and champion continuous improvement across all service providers. This role sits at the heart of operational excellence, combining commercial awareness, performance oversight, and strong relationship management to ensure our partners consistently meet VodafoneThree expectations.
Lead and manage the contact centre governance team, setting the ambition, roadmap, and providing full oversight of governance activityEnsure outsourced services meet contractual obligations and drive improvements to align with VodafoneThree standardsImplement and manage the partner relationship framework to deliver contractual performance metricsFacilitate partner governance forums, including QBRs and MBRsMonitor contractual performance and recommend amendments based on results, risks, and operational insightSupport partner contract changes and RFP strategyCoordinate and facilitate independent audits of outsourced partner servicesJointly manage service and partner risks with the Commercial Business ManagerContribute to DRACC processes, ensuring all relevant risks are captured and recorded in the official risk register Experience managing outsourced service providers, ensuring delivery aligns with contractual obligations and identifying improvement opportunitiesAbility to monitor and report on partner performance against KPIs and contractual metrics through governance forums and dashboardsAbility to coordinate cross-functional stakeholders and ensure audit readiness and transparencyKnowledge of enterprise risk management practices, including risk identification, escalation, and documentationWorried 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 or you require a more flexible working pattern, 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 ‘personal’ days for moments that truly matter (pro-rata). 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.
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 [email protected] 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
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 [email protected] 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