VodafoneThree - Complaints Governance Senior Specialist

Location: Stoke on Trent + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week – Monday to Friday



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 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 escalate 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.

Who you are

• 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.

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 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 (https://careers.vodafone.com/uk/reasonable-adjustments/) 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.
    

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