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Complex Complaints Team Leader

Location: Stoke-On-Trent (Blended home working) - Onsite minimum 8 days per month
Salary: £37,000 - £44,000
Competitive Hours: 37.5 hours weekly rotating between Monday to Sunday 8-8 Including Bank holidays

Vodafone UK’s blended working approach means you’ll come to your contracted hub location office as and when needed to engage and connect with your team, otherwise you will be able to work from home. Our ‘Office in a Box’ home-working kit will be available for all who need it during your onboarding journey.

What will you be doing?

As a Complex Complaints Team Leader, you will be responsible to lead a team size of 6-8 Specialist Care Managers. In addition to carrying out all people leadership accountabilities (managing performance outputs, productivity, compliance, quality, colleague motivation, recognition, wellbeing, engagement, etc) you will also be taking ownership of your own 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. 50% of the time is owning cases; 50% is people leadership.

Your role will involve you 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 utilising resources, systems, processes, and networks effectively.

We are looking for individuals that have a genuine passion for going above and beyond for customers and can demonstrate our deep commitment to ‘earning customer loyalty’ which is one of our key values. As the go-to person for dissatisfied customers, you must be confident that can turn even the most negative experiences into positive ones.

You will work closely with high-profile internal and external stakeholders, including our General Management Team members, media relations, and regulatory bodies, to ensure that all complaints are resolved successfully and in a timely manner.

Who are we looking for?
To be successful in this role, you must have proven complaint handling experience, ideally within a regulated sector, and the ability to make informed decisions while keeping the customer at the heart of everything you do. You must be empathetic, customer-centric, and possess a high degree of emotional intelligence, as you will be dealing with vulnerable customers on occasion.

Additionally, the ideal candidate will have:

• 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 – you will listen to our customers and capture feedback in a way that allows us to support the business.
• Knowledge of FCA and Ofcom regulations would be highly desirable.

What’s in it for you?

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We’re also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We’re committed to supporting you throughout every step of your career at Vodafone.

Together we can

Vodafone UK 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 regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (careers.vodafone.co.uk) under Career Support, for guidance.

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Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone 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.