Complex Complaints Specialist Job at Vodafone (Stoke on Trent)

Senior Customer Complaints Specialist Financial Services

We're partnering with one of our clients based in Manchester City Centre, one of...

Location

United Kingdom , Manchester

Salary:

15.90 GBP / Hour

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

Strong knowledge of FCA complaint-handling rules, FOS expectations, and regulatory risk
Practical experience applying TCF and Consumer Duty principles in decision-making
Excellent written and verbal communication skills, including handling difficult conversations
High attention to detail with a strong focus on quality, consistency, and fairness
Confident working across multiple systems and managing complex case workloads independently
Comfortable using judgement, making defensible decisions, and standing by outcomes

Job Responsibility

Deliver professional, fair, and compliant complaint handling in line with FCA requirements and internal policy
Own complaints end-to-end, proactively engaging customers to understand concerns, expectations, and desired outcomes
Produce high-quality written and verbal responses, including outcome letters and redress decisions
Manage dependencies across teams to ensure timely, accurate resolution and first-time fixes
Handle complex, executive-level, media, and high-profile complaints where required
Record accurate case data, root cause analysis, and decision rationale to prevent repeat issues
Act as part of the first line of defence, identifying risks, escalating appropriately, and challenging where necessary
Support a positive, collaborative team culture while maintaining pace, quality, and accountability

Fulltime

Complaints Handler / Customer Resolution Specialist

Location

United Kingdom , Hassocks

Salary:

28000.00 - 30000.00 GBP / Year

Office Angels

Expiration Date

Until further notice

Requirements

Previous experience in complaints handling, customer service, or customer resolutions
Strong communication and interpersonal skills with the ability to remain calm under pressure
Excellent problem-solving abilities and a customer-first mindset
Ability to handle sensitive situations with professionalism, empathy, and attention to detail
Comfortable working collaboratively within a team-focused environment
Organised, adaptable, and able to manage multiple priorities effectively.

Job Responsibility

Deliver outstanding customer support across multiple communication channels, ensuring all interactions are handled professionally and empathetically
Manage escalated complaints and complex customer issues, working to achieve positive outcomes and restore customer confidence
Support service quality and operational standards, contributing ideas and feedback to improve the customer experience
Review and process refund approvals in line with company procedures and guidelines
Work collaboratively with internal departments to ensure consistent communication and a seamless customer journey
Take a proactive approach to identifying customer needs and resolving potential issues before they escalate
Participate in team discussions and continuous improvement initiatives, sharing insights and recommendations to enhance processes and performance.

Fulltime

Head of Debt & Money Advice

Based in the East End of London since 1884, Toynbee Hall is a charity working al...

Location

United Kingdom , London

Salary:

55000.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Significant experience (minimum 5 years) delivering and overseeing complex debt advice casework
Strong working knowledge of welfare benefits advice and its integration with debt advice and financial wellbeing support
Substantial experience in a senior leadership role within an advice service, managing multi-site or multi-programme delivery
Strong understanding of FCA regulatory requirements, MaPS quality frameworks, and relevant legislation
Experience of working within specialist delivery environments, such as criminal justice, health, or mental health settings
Proven experience of leading relationships with, and reporting to, funders, regulators, and external stakeholders
Experience working with organisations such as MaPS, Ministry of Justice, HMPPS, Insolvency Service, NHS partners, or equivalent
Strong experience in service planning, performance management, and resource allocation within complex services
Strong understanding of customer access models, including triage and referral pathways
Level 4 accreditation in debt advice (e.g. CertMAP) or equivalent

Job Responsibility

Provide strategic and operational leadership across Toynbee Hall's integrated financial advice services, ensuring alignment between debt advice, welfare benefits advice, and financial wellbeing provision
Lead and support Advice Managers, fostering collaboration, accountability, and professional development across multiple delivery areas
Ensure all services meet FCA regulatory requirements and funder standards, maintaining high levels of technical quality and consistency across programmes
Act as the senior escalation point for complex casework, creditor challenges, complaints, and high-risk decisions
Lead on relationships with key funders, regulators, and system partners, including MaPS, Ministry of Justice, HMPPS, Insolvency Service, Macmillan, NHS Trusts, and delivery partners such as We Are Group
Work collaboratively with the Head of Partnerships to ensure consistency of delivery, standards, and performance across partner organisations
Work with the Head of Impact & Data to analyse service performance data and implement continuous improvement actions based on insight and learning
Work with the Research & Policy team to contribute to policy development, service design, and innovation across financial advice services
Represent Toynbee Hall in regional and national forums, working groups, and partnerships
Ensure compliance with safeguarding, data protection, and equality legislation

What we offer

25 days of annual leave, plus 3 additional days for our Christmas shutdown (on top of bank holidays)
After 2 years: +3 extra days of leave
After 3 years: +1 additional day
After 5 years: A total of 30 days annual leave, plus the 3-day Christmas shutdown
Standard Life Pension Scheme – Employer contribution: 4%, Employee contribution: 5%
Enhanced Sick Pay
Enhanced Maternity & Paternity Leave
Employee Eyecare Vouchers
Employee Assistance Programme
Mental Health First Aid

Fulltime

Head of Clinical Service, Children and Families

Join a forward-thinking, values-led organisation where you can make a tangible d...

Location

United Kingdom , Nottingham

Salary:

57528.00 - 64750.00 GBP / Year

Nottingham CityCare Partnership CIC

Expiration Date

June 28, 2026

Requirements

Good awareness and understanding of 0 to 19s services and the public health agenda
Knowledge and experience of transformational change management
Experience and demonstrable skills in advanced negotiation, motivational, explanation and reassurance skills across a range of management issues
Project management skills
Knowledge and experience of managing operations at a senior level in Health and Community Services/secondary care
Knowledge and experience of communicating, developing and maintaining partnerships with external agencies, professional leads and staff
Ability to manage individuals and services in a complex and changing environment
Control and management of budgets
Knowledge and experience of high level analytical and innovative problem-solving skills
Health/social care/leadership qualification or equivalent work experience to Masters level within a health or social care field

Job Responsibility

Lead and shape the delivery of integrated children's services, working at pace across organisational boundaries to improve outcomes for children, young people and families
Provide visible, values-based leadership, setting direction, building strong partnerships and creating a culture of high performance, learning and continuous improvement
Drive service transformation, supporting teams through change with clarity, resilience and compassion, and ensuring services remain responsive to local need and national priorities
Influence system-wide working, collaborate with senior stakeholders, and contribute to strategic developments, including the ongoing Best Start tender process
Use strong analytical and problem-solving skills to understand performance, identify risks and opportunities, and implement improvement initiatives
Communicate effectively, engage teams and stakeholders, and maintain a focus on quality, safety and equity
Operationally manage multi-disciplinary teams within Childrens Services
Manage and support staff through transformation
Be responsible for the delivery of seamless, specialist and integrated health and social care services for children, young people, and families
Be responsible for service development and the development of an integrated approach to care

Fulltime

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Patient Support Specialist

The Patient Support Specialist is the first point of contact for individuals see...

Location

United Kingdom , Newcastle upon Tyne

Salary:

28000.00 GBP / Year

Psychiatry UK

Expiration Date

June 26, 2026

Requirements

Experience working in Mental Health, Education, Care, Healthcare, or a customer support environment
High standard of written and spoken English
Good IT and computer literacy skills
Excellent and accurate data entry skills
Strong analytical skills, with the ability to identify key facts from large amounts of information
Experience researching, interpreting, and providing information and advice to patients or members of the public
Ability to manage and prioritise workload effectively while maintaining attention to detail
Ability to work under pressure in a fast-paced environment

Job Responsibility

Handle inbound and outbound support calls and live chats with empathy and professionalism
Resolve patients concerns quickly and effectively and negotiate solutions to ensure practical and appropriate advice and support is given
Provide informed guidance around assessments, services and resources
Accurately record conversations and escalate safeguarding or complex complaints when needed
Signpost to the complaints process if appropriate to do so
Feedback to the pathway and clinical leads to help promote improved outcomes for patients and carers
Contribute to improving processes based on neurodiversity best practices
Plan and prioritise own workload to ensure that tasks are met, consideration given to issues arising and responding to shifting priorities appropriately
Build and maintain good relationships with clinical and non-clinical staff across the organisation to help resolve patients concerns quickly and efficiently, ensure they receive practical advice and support in a sensitive, appropriate and effective way
Take a proactive approach to quality improvement so that emerging issues are addressed and managed and there is a customer focussed inclusive approach

What we offer

Health Cash Plan
Well Hub Subscription
Employee Assistance Programme
Annual Volunteering Day
Enhanced Sickness and Family Leave pay
Length of Service Bonus
Work from Home allowance
Pension options

Fulltime

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Health IT Specialist

Location

Philippines , Cebu

Salary:

Not provided

Helpware

Expiration Date

Until further notice

Requirements

Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, or a related field preferred
At least 1–2 years of experience in technical support, help desk, IT support, or a related customer-facing technical role
Strong knowledge of Windows operating systems and basic network troubleshooting
Experience supporting software applications, hardware devices, or healthcare technology solutions is an advantage
Familiarity with Electronic Medical Records (EMR/EHR) systems and healthcare software integrations is preferred
Experience using remote support tools such as Microsoft Teams, Cisco WebEx, LogMeIn Rescue, or similar platforms
Excellent problem-solving, analytical, and troubleshooting skills
Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users
Ability to document incidents accurately and maintain detailed support records
Strong customer service orientation and ability to build positive relationships with internal and external customers

Job Responsibility

Provide critical end-user technical support for client products via phone, email, chat, and remote assist sessions (LogMeIn Rescue 123, Cisco WebEx, and MS Teams)
Identify part numbers/pricing for internal/external customers
Troubleshoot, document, and resolve any reported issue tied to client products, escalating to Tier II support when necessary
Follow-up with customers to ensure their issue has been resolved
Maintain a good rapport with internal and external customers
Document customer complaints within client's incident management application so high impacting customer issues can be trended and acted upon
Troubleshoot basic to moderate complexity of Windows operating systems and network communication issues
Troubleshoot EMR connectivity issues related to the client's software and device integrations
Other duties as assigned
Assists training new hires

Fulltime

Facility Specialist

The Facilities Specialist is responsible for making sure that Coloplast CAR gene...

Location

Costa Rica , Cartago

Salary:

Not provided

Coloplast

Expiration Date

Until further notice

Requirements

Bachelor's degree in Business Administration, Industrial Engineering or related qualification
Minimum of 3 year experience in roles that include building maintenance or general services management
Oriented to customer service and proactive (highly desired)
English level: B2

Job Responsibility

Ensure the production and administrative areas meet the cleaning standards
Be the sponsor (and contact point) between the cleaning, security, transportation, pest control and food service and Coloplast
To develop and/or update cleaning procedures and ensure cleaning contractor personnel is properly trained
To track cleaning contractor performance and inform in case of deviation
To point out improvement opportunities at the cleaning process and execute improvement plans along with the supplier
Responsible for the pest control program execution
To ensure the plant runs in compliance with pest control standards
Follow up on the different pest control maintenance routines
To ensure all pest control system devices are running in best shape
Responsible for proper documentation of cleaning and pest control records

What we offer

Medical insurance
asociation
gym
cafeteria subsidy
free transportation

Fulltime

Customer Service Specialist

Join a prestigious global Retail leader in the world of watches and timepieces, ...

Location

Australia , Sydney

Salary:

60000.00 - 70000.00 AUD / Year

Randstad

Expiration Date

June 25, 2026

Requirements

At least 1 year of experience in a customer service or phone-based role
Warm and professional phone manner
Full Australian working rights

Job Responsibility

Nurturing customers with thoughtful support via phone and email
Collaborating with the sales support team to resolve complex enquiries
Empathising with clients to gently defuse complaints and manage escalations
Fostering lasting relationships with both new and loyal customers
Liaising with technical watchmakers and specialists to solve intricate product queries

What we offer

Work from home 1 day per week
Generous staff discounts
A supportive culture with yearly performance bonuses and social rewards
Regular team events and celebrations
Career growth with clear paths for advancement and progression
An elegant environment working for a highly successful brand
Complimentary on-site parking in Macquarie Park

Fulltime

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Complex Complaints Specialist

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