VodafoneThree - Complaints Governance Senior Specialist

Vodafone; Stoke-on-Trent; In loco; GBP 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Complaint governance

Regulatory compliance

Analytical thinking

Stakeholder communication

Process documentation

Root cause analysis

Descrizione del lavoro

Working hours: Full time 37.5 hours per week - Monday to Friday

As a Complaint Governance Specialist, you'll become a trusted expert in complaint governance, supporting regulatory compliance and driving improvements across customer complaint processes.

You'll work closely with teams across Operations, Legal, Compliance, and Quality Assurance to ensure our processes meet regulatory requirements while delivering the best possible customer experience.

Through your insight, attention to detail, and collaborative approach, you'll help identify opportunities for improvement, reduce risk, and strengthen governance across the business.

You will:

Act as the subject matter expert for complaint processes, policies, and regulatory requirements, including Ofcom and FCA standards.

Support the ownership, maintenance, and continuous improvement of end-to-end complaint processes, ensuring they remain compliant, effective, and easy to follow.

Create, collate, and prepare governance materials for Complaints Governance Forums and regulatory meetings, supporting successful delivery and decision-making.

Assess regulatory and business changes, translating requirements into clear and practical process updates.

Review root cause analysis (RCA) activity, identifying trends, opportunities, and improvements that help meet regulatory obligations and improve customer outcomes.

Identify risks, gaps, or delays within complaint processes and escape issues through appropriate governance channels.

Partner with Operational, Legal, Compliance, and Quality Assurance teams to ensure a consistent understanding and application of complaint requirements.

Produce detailed process documentation, mappings, evidence packs, and governance records to support audits and external assurance activities.

Monitor complaint themes, escalation drivers, and emerging regulatory trends, using insight to support process enhancements.

Provide ongoing analytical, documentation, and governance support to the Complaints Governance Manager.

Contribute to initiatives that strengthen complaint governance, improve compliance, and support customer experience transformation.

Help track actions and outcomes across complaint reduction and continuous improvement programmes.

You have experience working within complaints, governance, policy, compliance, customer operations, or a related environment.

You bring a good understanding of regulatory frameworks and ideally have knowledge of Ofcom and FCA complaint requirements.

You can interpret complex regulatory information and translate it into practical, easy-to-understand processes and guidance.

You have strong analytical and problem-solving skills, enabling you to identify trends, risks, process gaps, and opportunities for improvement.

You pay close attention to detail while maintaining a balanced, customer-focused perspective.

You are confident creating clear governance documentation, reports, presentations, and materials for senior stakeholders.

You build positive relationships across teams and enjoy collaborating with a diverse range of colleagues and subject matter experts.

You communicate clearly and inclusively, both verbally and in writing.

You can manage multiple priorities effectively while delivering high-quality work in a fast-paced environment.

You are comfortable challenging constructively, asking thoughtful questions, and supporting informed decision-making.

You take ownership of your work while also valuing teamwork, partnership, and shared success.

You are motivated by continuous improvement and enjoy helping create better outcomes for both customers and colleagues.