VodafoneThree Channel Compliance Specialist
* Full-time
* V3 Requisition Grade: 10
* Location: Newbury + Hybrid working
Hybrid Working Details
We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
Responsibilities
* Identify the key drivers of customer experience (CX) and generate actionable insights to shape programme direction and support informed decision‑making.
* Analyse call and complaint drivers to uncover underlying issues and lead the development and execution of plans to address root causes.
* Support the prioritisation of CX initiatives, including defect fixes, change requests and remediation activity.
* Drive improvement through the coordination, delivery and reporting of CX initiatives, ensuring clear ownership and measurable outcomes.
* Lead specific mobile‑focused workstreams as required, ensuring alignment to overall CX strategy.
* Oversee regulatory CX performance, ensuring full compliance across all customer channels.
Qualifications
* Strong analytical and problem‑solving skills, able to break complex issues into clear, practical actions.
* Ability to identify root causes, using structured methods to understand what’s driving customer issues and what actions will fix them.
* Experience turning data and customer feedback into insight, using both qualitative and quantitative inputs to spot opportunities and improvements.
* Expertise in regulatory CX management and complaint resolution.
* Clear and confident communication skills, able to explain complex topics simply and tell compelling insight‑driven stories.
Inclusive Hiring
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
Application Information
Closing Date: 18.03.26
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulator's standards.
During the interview, we want you to rely on your own knowledge and skills to demonstrate who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity.
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