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 fraud prevention and risk mitigation activities by identifying, analysing, and controlling behaviours that may result in financial loss or negative customer experience. This role plays a key part in protecting customers, safeguarding revenue, and upholding Vodafone's reputation by applying preventative controls, analytical judgement, and timely interventions across telecom fraud scenarios.

What You Will Do

Monitor customer accounts and service usage to identify potentially fraudulent activity, including roaming, domestic, AIT, and first‑party fraud
Analyse fraud risk cases in detail to confirm or dismiss suspicious behaviour
Review and act on transactions flagged as high‑risk in line with defined procedures
Manage customers with high service usage across messaging, voice, or data services at local and international levels
Apply departmental procedures to take timely decisions to prevent or stop fraudulent activity
Identify emerging fraud patterns and contribute to the development of improved fraud prevention methods
Manage internal requests and complaints via phone and email with professionalism and clarity
Maintain high standards of customer interaction while resolving complex cases with minimal supervision
Contribute to performance reporting through KPIs and service delivery standards
Collaborate with colleagues and stakeholders to improve processes and strengthen fraud controls

Who You Are

Experienced in analytics, telecom, banking, fraud control, revenue assurance, or customer operations, with a strong analytical background
Confident using multiple systems and applications, with strong MS Office capability
Skilled in analysing data, assessing risk, and making sound, timely decisions
Comfortable working in a 24/7 operational environment
Clear and confident communicator with strong written and spoken English proficiency
Customer‑focused, with the ability to balance fraud prevention with positive customer experience
Organised, detail‑oriented, and able to prioritise effectively in a high‑volume environment
Proactive in managing personal performance and continuous improvementHolds a graduate degree from a recognised university

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

Exposure to real‑world fraud scenarios within a global telecom environment
Opportunities to contribute directly to customer trust and financial protection
Experience working with international stakeholders and complex service landscapes
A role where analytical thinking directly influences business outcomes

What Skills You Will Learn

Advanced fraud detection and prevention techniques across telecom services
Risk assessment and decision‑making in high‑impact operational scenarios
Stakeholder communication and case management skills
Performance management through KPIs and service quality metrics

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.

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