Complex Complaints Specialist - Hybrid Stoke

Location: Stoke Contact Centre (Blended home working) Onsite minimum 8 days per month
Salary: From £26,000 - £32,000 + Vodafone Benefits
Hours: 37.5 hours weekly rotating Monday to Sunday 8-8 Including Bank holidays

Vodafone UK’s blended working approach means you’ll come to your contracted hub location office as and when needed to engage and connect with your team. Otherwise, you will be able to work from home. Our ‘Office in a Box’ home-working kit will be available for all who need it during your onboarding journey.

What will you be doing?

Vodafone's goal is to be the number one rated company for customer experience and this role is central to us achieving this. We need problem solvers to resolve some of our most complex customer issues. We take pride in delivering the best service for our customers. Facing challenges head-on with innovative and creative solutions. Solving problems so we can continue to connect people, businesses and communities across the world.

As a Complex Complaints Specialist, you will be responsible for taking ownership of our very complex customer complaints and use your natural curiosity, tenacity, active listening, and relationship building skills and your ability to connect to investigate, review and resolve.

You will be dealing with a wide range of complex complaints relating to all product types, including those that are FCA reportable. It is very important to us that you have the time to focus on your customers, so you will never have more than six cases open at any one time. This will give you the opportunity to research the problem, uncover the solutions, and build relationships with your customers.

You will be expected to work autonomously, applying a moderate degree of personal judgement in each individual case, and utilising resources, systems, processes, and networks effectively. Being empathetic with a high degree of emotional intelligence to all situations is crucial, especially when dealing with vulnerable customers who may be experiencing financial difficulty.

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.

Because this role requires you to always be available for your customers, you and your team will be working in flexible shifts, including some weekends. Although this role will be mainly home-based, you will also work from the office at least eight days a month to learn and work collaboratively with your team.

Who are we looking for?

To be successful in this role, you will 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.

Whether you’re communicating with our senior leaders or a dissatisfied customer, you’ll be able to handle anything that comes your way. Confidence is key, you’ll show willingness to take full accountability of a challenging situation but be empathetic enough to see others’ point of view. Taking ownership of the decisions you make and the work you do with the ability to tailor your approach to each customer.

Additionally, the ideal candidate will have:

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.

What’s in it for you?

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes.

We’re also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. Plus, you’ll have a dedicated learning development plan to set you up with the skills and support to both develop in the role and progress your career further within Vodafone. We’re committed to supporting you throughout every step of your career at Vodafone.

Together we can

Vodafone UK 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 regulators 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 (careers.vodafone.co.uk) under Career Support, for guidance.
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you’re excited about this role but your past experience doesn’t align exactly with every part of the job description, we would encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.