VodafoneThree - Fraud Operations Manager

Location: Newbury/Glasgow/London + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week – Monday to Friday
Duration: 12 month Secondment/FTC



Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Join us at the heart of Vodafone UK in Corporate, one of the central support functions that underpin our business and keep us moving forward. We provide centralised support, expertise and guidance across our UK and Group operations, continuing to build on our success and trailblazing the way to our next stage of digital growth.

What you'll do

This is a unique opportunity to help shape the future of fraud operations within the UK's largest mobile network. You'll lead a team of fraud specialists, ensuring customers affected by fraud receive outstanding support while driving operational excellence, regulatory compliance, and continuous improvement. Working across onshore and offshore teams, you'll play a key role in protecting customers, strengthening trust, and helping VodafoneThree stay ahead of an ever-evolving fraud landscape.

You will:

• Lead the delivery of exceptional fraud and victim support services, ensuring customers receive empathetic, effective, and timely support when they need it most.
• Inspire, coach, and develop a team of fraud experts, creating an environment where people can grow, perform, and thrive.
• Oversee critical fraud-related processes, including case management, refunds, and compliance activities, ensuring accuracy, quality, and adherence to regulatory requirements.
• Build strong relationships with outsourced partners, monitoring performance against KPIs and SLAs while driving service improvements and operational excellence.
• Take ownership of complex fraud complaints and escalations, working collaboratively with legal, compliance, and customer teams to achieve fair customer outcomes.
• Identify trends, risks, and opportunities to improve customer journeys, strengthen fraud controls, and enhance operational performance.
• Maintain robust governance through accurate documentation, process management, and audit readiness.
• Support the delivery of transformation initiatives and cross-functional projects that improve fraud operations and customer protection capabilities.
• Champion a customer-first mindset, ensuring every decision balances operational effectiveness with customer trust and protection.

Who You Are

• Proven leader with experience delivering high-impact operational results within customer-focused environments, ideally across fraud, customer protection, victim support, or related operational functions.
• A people-first leader with a passion for coaching, mentoring, and developing high-performing teams while managing complex customer issues with empathy, professionalism, and sound judgement.
• Strong stakeholder management and collaboration skills, with the ability to influence across multiple teams, seniority levels, and outsourced service partners.
• Operationally focused, with a track record of driving process improvements, enhancing performance through SLA/KPI governance, and delivering continuous improvement initiatives.
• Customer-centric, analytical, and adaptable, with excellent problem-solving and organisational skills and the ability to thrive in a fast-paced, evolving environment.

Worried 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, 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.

We believe that everyone has valuable contributions to make. As a Disability Confident Employer, we actively encourage individuals with disabilities to apply for positions within our team. Through the ‘Offer an Interview’ scheme, we aim to offer interviews to a fair and proportionate number of applicants with disabilities who best meet the essential criteria for our vacancies. If you would like to participate in the scheme, you will have the opportunity to indicate this on your application.

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 time for charity work. 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 tools and top-notch parental leave policies.



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.

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 refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/reasonable-adjustments/) 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.

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