Specialist Care Advisor

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)

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.

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.

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.

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 £11 bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

Be a part of Vodafone Three 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.

As a Complex Complaints 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.

• Work closely with high‑profile internal and external stakeholders, including General Management Team members, media relations, and regulatory bodies, to ensure all complaints are resolved successfully and in a timely manner.
• Take ownership of complex customer complaints and use natural curiosity and tenacity.
• Handle approximately 6‑10 cases at a time, using active listening and relationship‑building skills to investigate, review and resolve.

• Proven complaint handling experience, ideally within a regulated sector, and ability to make informed decisions keeping the customer at the heart of everything.
• Empathetic, customer‑centric, with high emotional intelligence; experience dealing with vulnerable customers.
• Inert ability to quickly understand and translate complex information to formulate potential resolutions for the customer.
• Active listening skills and excellent…