Location
Stoke-on-Trent (onsite twice per week) + Hybrid
Remuneration
Excellent basic salary plus bonus and Vodafone benefits.
Working Hours
Full time 37.5 hours per week – Rotating shifts Monday to Sunday between 8 am to 8 pm including Bank holidays (365 days per year).
Hybrid Working
Our hybrid working approach allows people to work both in office and at home. You are expected to come into the office 2‑3 days each week, for at least 8 days per month, working with your line manager to understand expectations.
What you’ll do
* Take ownership of complex customer complaints, using curiosity, tenacity, active listening and relationship building skills.
* Investigate, review and resolve a wide range of complex complaints, including FCA reportable cases, speaking to vulnerable customers where needed.
* Work autonomously, applying moderate personal judgement and using resources, systems, processes and networks effectively.
* Work closely with high‑profile internal and external stakeholders, including the General Management Team, media relations and regulatory bodies, to ensure timely, successful resolution.
* Manage approximately 6‑10 cases at a time, applying active listening and relationship building skills.
Who you are
* Proofed complaint handling experience, ideally within a regulated sector.
* Empathetic, customer‑centric with a high degree of emotional intelligence, especially when dealing with vulnerable customers.
* Ability to understand and translate complex information quickly to formulate resolutions.
* Excellent problem‑solving and active listening skills.
* Continuous improvement mindset – capture customer feedback to support the business.
* Knowledge of FCA and Ofcom regulations highly desirable.
* Evidence of managing complex complaints at the highest level.
What we offer
* Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work.
* Personalised benefits, including discounts, vouchers, pension plan and more.
* Learning tools and career support, top‑notch parental leave policies.
Need to Know
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 regulator standards. Reasonable adjustments are available; see the Accessibility section of our Careers website for guidance.
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