Customer Improvement Specialist

Location: Stoke-on-Trent Contact Centre + Hybrid ( on site at Stoke On Trent twice per week )

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working hours: Full time 37.5 hours per week – Monday to Friday

Hybrid working: Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility you need. 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 expectations for your specific role and team.

• You’ll own and manage complaints dashboards, ensuring data is accurately categorised and easy to use for insight generation
• You’ll partner with operational teams (including VOIS and external partners) to support quality assurance, coaching, and training coordination
• You’ll contribute to monthly insight packs, stakeholder discussions, and call listening sessions to bring the customer voice to life
• You’ll collaborate with Customer Improvement, E2E CX, and triage teams to understand challenges and use complaints data to shape solutions
• You’ll create and maintain engaging presentations and dashboards that provide clear, actionable insights to drive improvement plans
• You’ll support business reviews and help track performance against CX metrics and project deliverables

• You bring experience or understanding of frontline customer experience and operational processes
• You feel confident communicating and engaging with a wide range of stakeholders
• You think analytically, using data and insights to identify trends and opportunities for improvement
• You have good Microsoft Office skills, with experience in tools like Power BI or Power Apps being a plus
• You’re organised and proactive, taking ownership of tasks and delivering to deadlines
• You enjoy working collaboratively and contributing to a team that values continuous improvement and inclusivity

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, such as discounts, vouchers, a pension plan, and more. We support your career with learning tools and excellent parental leave policies.

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 regulator standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, please refer to the Accessibility section of our Careers website for guidance.

We use AI in parts of our business to boost innovation and efficiency. 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.