Senior Complaint Governance Lead

Vodafone; Stoke-on-Trent; On-site; GBP 40,000 - 60,000; Full time

Job summary

Vodafone UK is seeking a Complaint Governance Specialist to become a trusted expert in complaint governance, supporting regulatory compliance and driving improvements across customer complaint processes.

You will work with Operations, Legal, Compliance and Quality Assurance to ensure processes meet Ofcom and FCA standards, translate regulatory changes into practical updates, and produce governance materials for forums and regulatory meetings.

Qualifications

• Experience working within complaints, governance, policy, compliance, customer operations, or a related environment.
• Good understanding of regulatory frameworks and ideally Ofcom/FCA complaint requirements.
• Ability to interpret complex regulatory information and translate it into practical processes and guidance.
• Strong analytical and problem-solving skills with attention to detail and customer focus.

Responsibilities

• Act as the subject matter expert for complaint processes, policies, and regulatory requirements, including Ofcom and FCA standards.
• Support ownership, maintenance, and continuous improvement of end-to-end complaint processes, ensuring compliance and effectiveness.
• Create, collate, and prepare governance materials for Complaints Governance Forums and regulatory meetings.
• Assess regulatory and business changes, translating requirements into clear process updates.
• Review RCA activity to identify trends and improvements for regulatory obligations and customer outcomes.
• Identify risks, gaps, or delays within complaint processes and escalate through governance channels.
• Partner with Operations, Legal, Compliance, and Quality Assurance to ensure consistent understanding of complaint requirements.
• Produce detailed process documentation, mappings, evidence packs, and governance records for audits.

Skills

Complaint governance

Regulatory compliance

Analytical thinking

Stakeholder communication

Process documentation

Root cause analysis

Job description

Vodafone UK is seeking a Complaint Governance Specialist to become a trusted expert in complaint governance, supporting regulatory compliance and driving improvements across customer complaint processes.

You will work with Operations, Legal, Compliance and Quality Assurance to ensure processes meet Ofcom and FCA standards, translate regulatory changes into practical updates, and produce governance materials for forums and regulatory meetings.