VodafoneThree - Complex Complaints Specialist

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

Location: Stoke-on-Trent (onsite twice per week) + Hybrid

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working Hours: Full time 37.5 hours per week – Rotating shifts Monday to Sunday between 8 am and 8 pm, including Bank holidays (365 days per year)

Interviews to be held Jan 2026 with successful candidates starting in March 2026

Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2‑3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference.

What you’ll do

As a Complex Complaints Specialist (internal title - Specialist Care Manager) you will be responsible for taking ownership of our very complex customer complaints and using your natural curiosity, tenacity, active listening and relationship‑building skills to investigate, review and resolve.

This is not just any complaints handling role – you will be dealing with a wide range of complex complaints relating to all product types, including those that are FCA reportable. This may involve speaking to vulnerable customers, including people experiencing financial hardship. You will be expected to work autonomously, applying a moderate degree of personal judgement in each case, and utilizing resources, systems, processes and networks effectively.

We are looking for individuals who have a genuine passion for going above and beyond for customers and can demonstrate our deep commitment to ‘earning customer loyalty’, which is one of our key values. As the go‑to person for dissatisfied customers, you must be confident that you can turn even the most 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.
• You will take ownership of your own complex customer complaints and use your natural curiosity and tenacity.
• Your role will involve you working approximately 6‑10 cases at a time, using your active listening and relationship‑building skills and your ability to connect to investigate, review and resolve.

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 be dealing with vulnerable customers on occasion.

• Inert ability to quickly understand and translate complex information with a view to formulate potential resolutions for the customer
• Active listening skills and excellent problem‑solving capabilities
• A continuous improvement mindset – you will listen to our customers and capture feedback in a way that allows us to support the business
• Knowledge of FCA and Ofcom regulations would be highly desirable
• Evidence of managing complex complaints at the highest level

Worried that you don’t meet all the desired criteria exactly? We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What we offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top‑notch parental leave policies.

Need to Know

We are 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 regulator’s standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-us/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine‑tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are – your personality, creativity and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

#VodafoneThree #LI-Hybrid