Complex Complaint Specialist

Complex Complaint Specialist

Location:  Stoke On Trent / Hybrid   (Blended home working)   

Onsite a minimum 8 days per month at the Stoke on Trent Contact Centre -  ( Twice per week )

Working Hours:  Full Time 37.5 hours weekly rotating Monday to Sunday 8-8 Including Bank holidays ( 365 days per year )

Salary:  Excellent basic salary plus bonus and Vodafone benefits

Hybrid
At Vodafone UK we believe that through collaboration and connection 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. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
 
 
Who We Are
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company.  We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
 
Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
 
 
What you’ll do 

As a Complex Complaint Specialist ( Internally called Specialist Care Manager ), 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. 
 
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 that are experiencing financial hardship. 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. 
 
We are looking for individuals that 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 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. 
 

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. 
• Evidence of managing complex complaints at the highest level

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. 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 believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 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 take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.  

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 (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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