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Complex Complaints Specialist

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Vodafone

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Location:
United Kingdom , Stoke on Trent

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • Take ownership of very complex customer complaints
  • Investigate, review and resolve complex complaints relating to all product types, including those that are FCA reportable
  • Deal with vulnerable customers, including people that are experiencing financial hardship
  • Work autonomously, applying a moderate degree of personal judgement in each individual case
  • Utilize resources, systems, processes, and networks effectively
  • Work closely with high-profile internal and external stakeholders, including our General Management Team members, media relations, and regulatory bodies
  • Ensure that all complaints are resolved successfully and in a timely manner
  • Work approximately 6 -10 cases at a time

Requirements:

  • Proven complaint handling experience, ideally within a regulated sector
  • Ability to make informed decisions while keeping the customer at the heart of everything
  • Empathetic, customer-centric, and possess a high degree of emotional intelligence
  • Inert ability to quickly understand and translate complex information with a view to formulate potential resolutions for the customer
  • Active listening skills and excellent problem-solving capabilities
  • A continuous improvement mindset
  • Knowledge of FCA and Ofcom regulations would be highly desirable
  • Evidence of managing complex complaints at the highest level

Nice to have:

Knowledge of FCA and Ofcom regulations

What we offer:
  • Great pay
  • Bonuses
  • Up to 28 days off plus bank holidays
  • Paid time for charity work
  • Discounts
  • Vouchers
  • A pension plan
  • Amazing learning tools
  • Top-notch parental leave policies

Additional Information:

Job Posted:
January 22, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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