Complex Complaint Specialist

Vodafone; Stoke-on-Trent; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Complex Complaint Specialist, where your skills in complaint handling and customer relations will shine. In this role, you will tackle complex customer issues, turning negative experiences into positive outcomes while working with a diverse team. With a commitment to customer loyalty and a focus on continuous improvement, you will have the opportunity to make a real impact. Enjoy a supportive environment with excellent benefits, including a competitive salary, bonus opportunities, and tailored perks for you and your family. This is your chance to be part of a dynamic team dedicated to making a difference in customer care.

Benefits

Up to 28 days holiday entitlement

Paid leave for charity projects

Employee discounts

Retail vouchers

Pension plan

Share schemes

Learning and development tools

Market-leading parental leave policies

Reconnect programme for career breaks

Qualifications

• Proven complaint handling experience, ideally within a regulated sector.
• Ability to make informed decisions while keeping the customer at the heart.

Responsibilities

• Take ownership of complex customer complaints and resolve them effectively.
• Work closely with internal and external stakeholders to ensure timely resolutions.

Skills

Complaint Handling

Active Listening

Problem Solving

Emotional Intelligence

Customer Centricity

Knowledge of FCA Regulations

Job description

Business Area: Local Consumer Business Unit

Posting Country: United Kingdom

Full Time / Part Time: Full Time

Contract Type: Permanent

Location: Stoke On Trent / Hybrid (Blended home working)

Onsite a minimum of 8 days per month at the Stoke on Trent Contact Centre (Twice per week)

Working Hours: Full Time 37.5 hours weekly rotating Monday to Sunday 8-8 Including Bank holidays (365 days per year)

Salary: Excellent basic salary plus bonus and Vodafone benefits

Who We Are

At Vodafone UK, diversity isn’t just a buzzword; it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all, creating a workplace that is fully representative of the communities and customers we serve.

What you’ll do

As a Complex Complaint Specialist (Internally called Specialist Care Manager), you will be responsible for taking ownership of our very complex customer complaints. You will use your natural curiosity, tenacity, active listening, and relationship-building skills to investigate, review, and resolve complaints.

This role involves dealing with a wide range of complex complaints relating to all product types, including those that are FCA reportable. You may speak to vulnerable customers, including those experiencing financial hardship. You will work autonomously, applying a moderate degree of personal judgement in each case, and utilising resources, systems, processes, and networks effectively.

We are looking for individuals with a genuine passion for going above and beyond for customers and who can demonstrate our commitment to ‘earning customer loyalty’. As the go-to person for dissatisfied customers, you must be confident in turning negative experiences into positive ones.

You will work closely with high-profile internal and external stakeholders, including our General Management Team members, media relations, and regulatory bodies, to ensure that all complaints are resolved successfully and in a timely manner.

Your role will involve managing approximately 6-10 cases at a time, using your active listening and relationship-building skills to investigate, review, and resolve complaints.

Who you are

To be successful in this role, you must have proven complaint handling experience, ideally within a regulated sector, and the ability to make informed decisions while keeping the customer at the heart of everything you do. You must be empathetic, customer-centric, and possess a high degree of emotional intelligence, as you will occasionally deal with vulnerable customers.

Additionally, the ideal candidate will have:

1. Inherent ability to quickly understand and translate complex information to formulate potential resolutions for the customer.
2. Active listening skills and excellent problem-solving capabilities.
3. A continuous improvement mindset, capturing customer feedback to support the business.
4. Knowledge of FCA and Ofcom regulations would be highly desirable.
5. Evidence of managing complex complaints at the highest level.

What we offer

We believe that taking care of our employees is key to their success. We offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. Our extensive benefits package can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan, and share schemes. We take pride in supporting you at every stage of your career by providing top-of-the-range learning and development tools, market-leading parental leave policies, and an innovative Reconnect programme for people who have taken a career break.

Together we can

Vodafone UK is 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, please refer to the Accessibility section of our Careers website for guidance.

#LI-Hybrid

Our Vodafone is committed to attracting, developing, and retaining the very best people by offering a motivating and inclusive workplace where talent is truly recognised and rewarded. We actively encourage everyone to consider becoming a part of our journey.