Complex Complaints Specialist Job at Vodafone (Stoke on Trent)

Complaints Specialist

We’re looking for someone who’s all about doing right by our customers. As a Com...

Location

United Kingdom , Stockport

Salary:

Not provided

AO

Expiration Date

Until further notice

Requirements

Great at listening
Great at solving problems
Great at keeping things fair
Take ownership of complex and executive-level complaints
Work with teams across the business
Give extra support to customers who might be vulnerable
Spot patterns through root cause analysis
Support and mentor teammates

Job Responsibility

Work with Customer Operations team and other departments to get to the bottom of complaints and put things right
Give extra support to customers who might be vulnerable
Keep customers at the heart of every decision
Take ownership of complex and executive-level complaints, including writing final response letters and working with the Financial Ombudsman Service
Spot patterns through root cause analysis and share insights to help us improve
Support and mentor your teammates

What we offer

33 days holiday (inclusive of Bank Holidays)
Holiday purchase scheme
Salary sacrifice pension scheme
Share save scheme
Discounts across the musicMagpie product range
2 days paid leave for volunteering at a charity of your choice
Employee Assistance Helpline (EAP) & access to mental health first aiders

Dispute Resolution Specialist

Join a movement in which everyone can win. We started a movement in which everyo...

Location

Australia , Melbourne

Salary:

Not provided

Block

Expiration Date

Until further notice

Requirements

Tertiary qualifications and/or equivalent industry experience (CIO, FOS or AFCA)
Proven background in Customer Service, Complaints Handling and Dispute Resolution
Proven experience in conflict resolution and strong problem solving abilities
A Customer-focused approach and someone who enjoys critical thinking
Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
A Strong ability to multi-task and work under time constraints to meet deadlines with excellent attention to detail and accuracy.
Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to external dispute bodies.
A passion for Afterpay!

Job Responsibility

Investigate, manage and resolve escalated and complex customer and merchant disputes, in accordance with the complaints policy.
Provide support to the Customer Service team for escalated complaints, where first and second level resolution team members have not been able to resolve.
Provide input into Afterpay's Internal Dispute Resolution (IDR) responses to resolve complaints
Prepare detailed, logical and well explained External Dispute Resolution (EDR) responses to AFCA, other dispute resolution bodies and consumer advocacy groups
Prepare reporting for stakeholders on complaint volumes, complaint categories and insights for both internal and external dispute resolution.
Analyse complaint data, report on trends to the business, and make recommendations to improve processes.
Manage multiple dispute cases simultaneously and in an efficient manner
Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved.

What we offer

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning

Controller

The Countsy Controller is responsible for upholding the Company’s commitment to ...

Location

Salary:

100000.00 - 125000.00 USD / Year

Countsy

Expiration Date

Until further notice

Requirements

Solid knowledge of Generally Accepted Accounting Principles in a variety of different industries and circumstances
Proven research and analytical skills showing ability to reach logical conclusion and application to client situations
Demonstrated high degree of proficiency in Microsoft Excel – familiar with higher formulas (i.e. pivot tables, IF statements, VLOOKUP, etc.)
Proficiency with various online business tools, ERP systems, and Microsoft Office
Prior experience with revenue, inventory, currencies and/or intercompany
Prior experience in multi-entity or startup clients (strongly recommended)
Ability to manage client inquiries
Direct complaints or complex queries to relevant team members
Provide technical assistance
Expedite serious issues to management for prompt resolution

Job Responsibility

Ensure staff is following company practices, standards, procedures, tools and methodologies
Lead training for new team members to clients to ensure smooth transition
Take the lead on all quality control reviews and workload reviews
Effectively communicate with Client, and Countsy staff to understand and document priorities and work status
Oversee new process documentation and upgrades
Act as a point of escalation for Client issue resolution
Assist the team’s Implementation Specialist in complex implementation projects if needed
Controller level Client support work
Act as a back-up on all team Clients, supporting staff across all TSC levels
Seek and communicate ways to improve Client satisfaction

What we offer

Medical (including FSA and HSA offerings)
Dental
Vision
Life insurance
Disability insurance
401(k) savings plan
Employee Stock Purchase plan
Paid Time Off: 21 days
Eight Paid Holidays
Paid Sick Time (in geographies where legally required)

Fulltime

Implementation Specialist

The Countsy Implementation Specialist is responsible for a range of implementati...

Location

Salary:

120000.00 - 150000.00 USD / Year

Countsy

Expiration Date

Until further notice

Requirements

Solid knowledge of Generally Accepted Accounting Principles in a variety of different industries and circumstances
Current NetSuite administration and other financial systems experience preferred such as: Bill.com, Expensify, Airbase, Maxio etc.
Ability to research accounting issues, reach logical conclusions, and apply to clients’ situation
Proven analytical skills
Strong project management experience in addition to excellent time management and ability to prioritize changing tasks
Ability to adjust to new conditions, clients, and tasks
Proven analysis, research, and problem-solving skills
Ability to communicate accounting principles and issues to other staff
Prior experience with multi-entity or startup clients (strongly recommended)
Ability to work with people of varied levels of accounting knowledge

Job Responsibility

Handle several implementation projects at any given time
Lead all aspects of implementation – working together with Countsy CFO on implementation timing
Gather business requirements as necessary, review current accounting processes in place, and apply detailed working knowledge of accounting products and principles to support the client’s business, while ensuring GAAP compliance and proper internal controls
Recommend implementation of features or new accounting policies and procedures where appropriate
Advanced knowledge of financial SaaS tools relevant to the tech startup industry
Create policies and procedures documentation, or training materials as necessary
Develop and conduct training sessions for each client where client involvement is key, so as to be fully prepared on the go-live date
Work with Countsy CFO to establish cost and time estimates for implementation
Track tasks accomplished, time spent and milestones completed
Communicate with client/Countsy CFO of progress throughout the implementation project life cycle

What we offer

Medical (including FSA and HSA offerings)
Dental
Vision
Life insurance
Disability insurance
401(k) savings plan
Employee Stock Purchase plan
Paid Time Off: 18 days
Eight Paid Holidays
Paid Sick Time (in geographies where legally required)

Fulltime

Complaint Management Specialist 2

The role involves administrative data collection, data entry, and customer-facin...

Location

United States , Franklin Lakes

Salary:

Not provided

MillenniumSoft Inc

Expiration Date

Until further notice

Requirements

Experience in customer service or complaint intake
Experience in a regulated industry is a plus
Strong Microsoft Excel and Outlook skills
Proficiency in Microsoft Word and Excel
Excellent verbal and written communication skills
Strong phone etiquette and email correspondence
Self-motivated and able to work with minimal supervision
USA Applicants Only
Ability to communicate effectively with customers across multiple channels

Job Responsibility

Perform administrative data collection and data entry
Enter and maintain data in Excel spreadsheets
Collect, document, and manage customer contact information
Handle inbound and outbound customer communications (phone & email)
Triage complex customer inquiries and route them to appropriate teams
Minimize hand-offs and ensure effective issue resolution
Route calls to relevant departments and follow up with customers
Make outbound calls to verify receipt of field action notifications
Navigate large medical facilities to identify appropriate contacts
Maintain detailed call records (names, titles, product disposition, etc.)

Fulltime

Payments Escalation Specialist

We’re looking for a Payments Escalation Specialist to join our Customer Operatio...

Location

United Kingdom , London

Salary:

Not provided

TINEY

Expiration Date

Until further notice

Requirements

2+ years experience in payments, financial services, or a similarly regulated industry, handling cases, disputes, or complaints
Strong customer communication skills, confident handling complex conversations by phone and in writing
Problem-solving mindset, with the judgement to apply policy consistently while providing excellent customer experience
Confidence working with financial data and reporting to ensure accuracy across multiple systems
Data analysis skills: able to work with spreadsheets, reconcile large and complex payments, and spot anomalies
Continuous optimisation: You come up with innovative and scalable solutions to day-to-day problems and suggest changes to processes to improve efficiency
Familiarity with fraud processes and collections processes

Job Responsibility

Case ownership: Taking end to end responsibility for escalated payments and billing cases, working directly with childminders, parents and local authorities by phone and in writing
Customer service: Provide clear timely and empathetic resolutions that help customers feel supported and informed throughout
Team guidance: Support frontline team members by advising on best practice
Payment reconciliations: Ensuring our customers are paid accurately and on time by reconciling large bulk payments we receive
Escalation reduction: Spot trends with repeated escalation, provide feedback to the Payments Team Lead and Supervisor to help prevent future escalated cases
Work with local authorities: Act as a point of contact for local authorities on payment related queries, build strong relationships and ensure accurate, timely information flows both ways
Iteration & Learning: Test, learn, and adapt – nothing is sacred if a better way is possible

What we offer

At home Workstation set up
Company Stock options
28 days paid leave ( including 4 days during our Christmas closedown)
Life and long term sickness insurance
Up to £5k of childcare contributions for working parents
A paid reflection day during your first month
A day off for your birthday
A paid sabbatical after 5 years of employment
Access to Self Space therapy sessions
Whole team social activities

Fulltime

Provider Contracting Manager

The Provider Contracting Manager serves as an integral member of the Provider Co...

Location

United States of America , Sunrise

Salary:

Not provided

The Cigna Group

Expiration Date

Until further notice

Requirements

Should possess a bachelor’s degree
preferably in the areas of Finance, Economics, Healthcare or Business related. Significant industry experience will be considered in lieu of a bachelor’s degree. MBA or MHA preferred
3+ years Managed Care contracting and negotiating experience involving complex delivery systems and organizations required
Experience in developing and managing key provider relationships
Knowledge of complex reimbursement methodologies, including incentive based models strongly preferred
Demonstrated experience in seeking out, building and nurturing strong external relationships with provider partners
Intimate understanding and experience with hospital, managed care, and provider business models
Team player with proven ability to develop strong working relationships within a fast-paced, matrix organization
The ability to influence both sales and provider audiences through strong written and verbal communication skills. Experience with formal presentations
Customer centric and interpersonal skills are required

Job Responsibility

Manages complex contracting and negotiations for fee for service and value-based reimbursements with hospitals and other providers
Builds relationships that nurture provider partnerships and seeks broader value-based business opportunities to support the local market strategy
Initiates and maintains effective channels of communication with matrix partners including but not limited to, Claims Operations, Medical Management. Credentialing, Legal, Medical Economics, Compliance, Sales and Marketing and Service
Contributes to the development of alternative network initiatives. Supports and provides direction to develop network analytics required for the network solution
Works to meet unit cost targets, while preserving an adequate network, to achieve and maintain Cigna's competitive position
Creates and manages initiatives that improve total medical cost and quality
Drives change with external provider partners by assessing clinical informatics and offering consultative expertise to assist with total medical cost initiatives
Prepares, analyzes, reviews, and projects financial impact of larger or complex provider contracts and alternate contract terms
Creates healthcare provider agreements that meet internal operational standards and external provider expectations. Ensures the accurate implementation, and administration through matrix partners
Assists in resolving elevated and complex provider service complaints. Researches problems and negotiates with internal/external partners/customers to resolve highly complex and/or escalated issues

Provider/Hospital Contracting Manager

The Provider/Hospital Contracting Manager serves as an integral member of the Pr...

Location

United States of America , Hartford

Salary:

Not provided

The Cigna Group

Expiration Date

Until further notice

Requirements

Should possess a bachelor’s degree
preferably in the areas of Finance, Economics, Healthcare or Business related. Significant industry experience will be considered in lieu of a bachelor’s degree
MBA or MHA preferred
3+ years Managed Care contracting and negotiating experience involving complex delivery systems and organizations required
Experience in developing and managing key provider relationships
Knowledge of complex reimbursement methodologies, including incentive based models strongly preferred
Demonstrated experience in seeking out, building and nurturing strong external relationships with provider partners
Intimate understanding and experience with hospital, managed care, and provider business models
Team player with proven ability to develop strong working relationships within a fast-paced, matrix organization
The ability to influence both sales and provider audiences through strong written and verbal communication skills. Experience with formal presentations

Job Responsibility

Manages complex contracting and negotiations for fee for service and value-based reimbursements with hospitals and other providers (e.g., Hospital systems, Ancillaries, and large physician groups)
Builds relationships that nurture provider partnerships and seeks broader value-based business opportunities to support the local market strategy
Initiates and maintains effective channels of communication with matrix partners including but not limited to, Claims Operations, Medical Management. Credentialing, Legal, Medical Economics, Compliance, Sales and Marketing and Service
Contributes to the development of alternative network initiatives. Supports and provides direction to develop network analytics required for the network solution
Works to meet unit cost targets, while preserving an adequate network, to achieve and maintain Cigna's competitive position
Creates and manages initiatives that improve total medical cost and quality
Drives change with external provider partners by assessing clinical informatics and offering consultative expertise to assist with total medical cost initiatives
Prepares, analyzes, reviews, and projects financial impact of larger or complex provider contracts and alternate contract terms
Creates healthcare provider agreements that meet internal operational standards and external provider expectations. Ensures the accurate implementation, and administration through matrix partners
Assists in resolving elevated and complex provider service complaints. Researches problems and negotiates with internal/external partners/customers to resolve highly complex and/or escalated issues

Complex Complaints Specialist

Vodafone

Location:
United Kingdom , Stoke on Trent

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 22, 2026

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