Customer Governance Co-Ordinator London, England
Job description
Governance Coordinator
Location: Homebased
Salary: Competitive + Vodafone Benefits
Hours: Full time (Part time/ Job Share/ Full Time considered)
Homebased
Vodafone UK’s homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborate and simply connect. 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?
As a Customer Governance Co-Ordinator, you will be responsible for supporting with thematic reviews, including but not limited to complaints and vulnerable customers.
Working with the Customer Governance Specialist, you will support them in ensuring that complaint handing and vulnerable customer procedures are being adhered to in accordance with our regulators (Ofcom and FCA). You will act as a subject matter expert in relation to complaints and vulnerable customers, escalating any issues or risks identified to the Risk Management Team.
You will be conducting detailed reviews related to vulnerable customers and complaints to identify key risks/themes/issues and provide recommendations for improvement. Any recommendations and actions will need to be clearly documented and followed through to completion. You will work closely with colleagues across different business areas to validate analysis.
Who are we looking for?
Knowledge and understanding of FCA and Ofcom regulation, processes and reporting is necessary for this position. We are looking for an individual with strong investigation skills and attention to detail, as well as a proven ability to identify risks and the confidence to raise them.
Other skills that we will be looking for include:
Highly organised with the ability to forward plan and work on multiple items at once.- Excellent verbal and written communication.
- Strong communication, networking and diplomacy skills to persuade and influence.
- Knowledge of Mobile Voice, Fixed line and Data Applications.
- Microsoft Office knowledge (Excel, Word, PowerPoint).
- Good understanding of customer journey/process mapping.
- Highly analytical with ability to interpret complex data.
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.
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. 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.
Posting end date: 14/02/2022
