Litigation Cust. Complain Sr. Specialist

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Key accountabilities and decision ownership

• •    Responsible for managing and investigating customer complaints and facilitating the settlement of legal cases by ensuring a fair, timely, and satisfactory resolution. 
  •    Acts as the primary point of contact for customers during the complaint resolution process and ensures compliance with company policies and regulatory requirements.
  •    Facilitate resolving complex complaints and disputes related to deny or claims of ownership. •    Analyze relevant data, documents and information to determine the validity of claims and complaints. 
  •    Being able to assess potential risks and implications associated with each case or complaint. 
  •    Collaborate with cross-functional teams, including legal, compliance, and operations, to ensure a comprehensive and coordinated approach to resolving disputes.
  •    Gather relevant details and information from different functions within the organization
  •    Maintain detailed records of all investigations and decisions for a clear and concise reporting to management when needed. 
  •    Stay updated with regulations, and industry best practices
  •    Provide subject matter expertise and advisory support to the organization on legal matters within the scope of responsibility.
  •    Have excellent communication skills, both verbal and written, to interact effectively with customers when needed.

Role Purpose

• Responsible for managing customer complaints and facilitating the settlement of cases by ensuring a fair, timely, and satisfactory resolution. 
  •    Acts as the primary point of contact for customers during the complaint resolution process and ensures compliance with company policies and regulatory requirements.
  •    Analyze claims and assess the appropriate course of action. •    Negotiate settlements with customers within company policies and authority limits.
  •    Prepare and process settlement agreements and documents.
  •    Communicate resolutions clearly and empathetically to customers.
  •    Escalate unresolved or complex cases to higher management or specialized teams.
  •    Maintain accurate records of complaints, investigations, and resolutions.
  •    Prepare regular reports on complaint trends, root causes, and settlement metrics.
  •    Ensure all complaint handling and settlements comply with company policies and applicable regulations.
  •    Suggest process improvements to enhance customer satisfaction and prevent recurring complaints.
  •    Work closely with internal teams (legal, operations, quality assurance) to resolve issues effectively.
  •    Act as a liaison between the customer and the company, ensuring transparency and trust.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

Qualifications

• Previous experience in Compliance/audit/risk management
  •    Ability to lead & influence cross functional teams
  •    Good understanding of cloud and VBU services and solutions  •    Good experience in contractual risk assessments and review
  •    Excellent communication, presentation & reporting skills
  •    Excellent problem-solving skills
  •    Deep understanding of Vodafone products, their functionality and intended use.
  •    Strong analytical skills 
  •    Good understanding for Industry regulations.
  •    Ability to prioritize and manage multiple inquiries and cases simultaneously. 
• Must have technical / professional qualifications: 
• •    6+ years of experience in the same / relevant field
  •    B.S of Business administration or equivalent degree
  •    Previous experience in Compliance/audit/risk management •    English language fluency  
  •    Strong communication, presentation skills
  •    Proficient with MS PowerPoint and report writing

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

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, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.