Complex Complaints Specialist — Hybrid & Impact

Vodafone Group; Stoke-on-Trent; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in Stoke-on-Trent is seeking a Complex Complaints Specialist to manage complex customer complaints and foster customer loyalty. This on-site role involves working 2-3 days per week and offers a dynamic environment. Ideal candidates will have proven complaint handling experience, excellent problem-solving skills, and a passion for customer service. The position offers competitive pay and benefits, including bonuses and up to 28 days off.

Benefits

Excellent salary

Bonuses

Paid time for charity work

Up to 28 days off

Personalized benefits

Qualifications

• Proven experience in complaint handling, ideally within a regulated sector.
• Ability to empathize with vulnerable customers.
• Must demonstrate customer-centric values and emotional intelligence.

Responsibilities

• Take ownership of complex customer complaints and resolve them effectively.
• Work with internal and external stakeholders to address complaints.
• Handle 6-10 cases simultaneously, utilizing active listening and relationship-building.

Skills

Complaint handling experience

Active listening skills

Problem-solving capabilities

Empathy

Knowledge of FCA regulations

Job description

A leading telecommunications company in Stoke-on-Trent is seeking a Complex Complaints Specialist to manage complex customer complaints and foster customer loyalty. This on-site role involves working 2-3 days per week and offers a dynamic environment. Ideal candidates will have proven complaint handling experience, excellent problem-solving skills, and a passion for customer service. The position offers competitive pay and benefits, including bonuses and up to 28 days off.