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Vodafone Logo Vodafone · Customer Service

Complaints Management SPV

Greece, Athens · Job Posted April 15, 2026
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Job Description

You will be responsible for investigating complaints to identify root causes (Ask Once, Written by Authorities), proactively preventing recurrence while balancing financial realities and strategic goals, ensuring smooth team operations and effective collaboration, delivering superior customer service through clear and empathetic resolution communication, and continuously improving complaints-handling processes and KPIs to drive increased customer loyalty.

Job Responsibility

  • Set clear goals, monitor, coach & develop his/her teams
  • Coordinate the team’s activities and monitor its performance based on quantitate and qualitative KPIs
  • Create an inspiring team environment with an open communication culture and an excellent team spirit
  • Analyse root cause of complaints that affects negatively BNPS Identify, resolve and/or escalate issues & risks
  • Co-operate with other departments to identify risks & opportunities and increase operational effectiveness
  • Report, update and escalate internally the most important issues that will affect end user/customer experience, processes, and revenues

Requirements

  • Touchpoints experience, Customer Centric
  • Solving Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem
  • Ability to prioritize and manage multiple tasks effectively, paying attention to detail, emphasizing service excellence
  • Take initiative, being alerted, have a sense of urgency
  • Stakeholders’ engagement & motivation skills

What we offer

  • Award-winning work environment -certified #1 Top Employer in Greece
  • Competitive pay, bonus & remuneration package
  • Private Health & Medical Insurance
  • Hybrid way of working: a blend of remote and office-based working, including the option to work from abroad
  • Unlimited connectivity with our mobile, landline and Vodafone TV services – Experience first what our customers love
  • Unlimited access to learning resources and trainings
  • Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service
  • Remote work equipment to help you create a comfortable, ergonomic workspace at home
  • Spirit of Vodafone days: dedicated time to pause, develop new skills and connect with our teams, values and services
  • Extra days off: Vodafone Day, Family Day, Volunteering Day
  • Office amenities (subject to the office location): such as restaurant, beauty corner, gym and parking
  • Special employee offers and discounts
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