Complex Complaints Specialist

Location: Stoke-on-Trent

Vodafone Stoke-On-Trent, England, United Kingdom

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Vodafone Stoke-On-Trent, England, United Kingdom

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Location: Stoke On Trent (onsite twice per week) + Hybrid

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working Hours: Full time 37.5 hours per week – rotating shifts Monday to Sunday between 8 am to 8 pm including Bank holidays (365 days per year)

• Hybrid

At Vodafone UK 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, on average 8 days a month.

Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

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, ( Internal Title - 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 utilizing 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…