Senior Complex Complaints Specialist (Hybrid)

VodafoneThree; Stoke-on-Trent; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Bonuses

Up to 28 days off + bank holidays

Pension plan

Discounts & vouchers

Learning tools & parental leave

Job summary

VodafoneThree in Stoke-on-Trent is hiring a Complex Complaints Specialist. You will take ownership of highly complex complaints across product types, including FCA reportable cases, using your curiosity, tenacity, and strong listening skills to investigate, review and resolve.

You will work autonomously with limited supervision, handling multiple cases at once, collaborating with internal teams and external bodies, and focusing on turning negative experiences into positive outcomes while

Qualifications

• Proven complaint handling experience, ideally in a regulated sector.
• Ability to make informed decisions with the customer at heart.
• Empathetic, customer-centric approach and high emotional intelligence.

Responsibilities

• Take ownership of complex customer complaints and resolve them.
• Engage with high-profile internal and external stakeholders to ensure timely resolutions.
• Handle multiple cases simultaneously with autonomy and sound judgement.

Skills

Complaint handling

Active listening

Emotional intelligence

Stakeholder management

Analytical thinking

Job description

VodafoneThree in Stoke-on-Trent is hiring a Complex Complaints Specialist. You will take ownership of highly complex complaints across product types, including FCA reportable cases, using your curiosity, tenacity, and strong listening skills to investigate, review and resolve.

You will work autonomously with limited supervision, handling multiple cases at once, collaborating with internal teams and external bodies, and focusing on turning negative experiences into positive outcomes while