VodafoneThree - Complex Complaints Specialist

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).

Start date for this role is the 17th August 2026 with assessment centres taking place in July.

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows people to work both in the office and at home, providing flexibility and resources necessary for success. We don't require you to be 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 expectations for your role and team.

As a Complex Complaints Specialist (internal title - Specialist Care Manager), you will take ownership of very complex customer complaints, using your curiosity, tenacity, active listening, and relationship-building skills to investigate, review, and resolve issues.

• 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 your own complex customer complaints, applying a moderate degree of personal judgment for each case.
• Handle approximately 6-10 cases at a time, using active listening and relationship-building skills to investigate, review, and resolve.

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.

• Ability to quickly understand and translate complex information, with a view to formulating potential resolutions for the customer.
• Excellent problem-solving capabilities and active listening skills.
• A continuous improvement mindset - capturing customer feedback to support business improvements.
• Knowledge of FCA and Ofcom regulations highly desirable.
• Evidence of managing complex complaints at the highest level.

We offer competitive pay, bonuses, up to 28 days off plus bank holidays, paid time for charity work, a pension plan, discounts, vouchers, learning tools, and generous parental leave policies.

This role is regulated by the Financial Conduct Authority. All offers of employment are subject to background checks, including criminal (DBS) and financial checks to meet regulator standards.

Reasonable adjustments or accessibility requests may be accommodated during the recruitment journey. For guidance, see the Accessibility section of the careers website.