VodafoneThree Channel Compliance Specialist

Company Description

Channel Compliance Specialist

Location: Newbury

*Hybrid working

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.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today. We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress. We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves. You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last. We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country. You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone. We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started. Be a part of our Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data‑driven propositions, this is where some of our best ideas are brought to life.

Job Description

We’re creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents, we will transform customers’ experience and create a best‑in‑class network for coverage, connectivity, and reliability, delivering greater value and more choice for the nation than ever before. There are very few moments in our careers where we can feel the ground shifting beneath us, where we can sense that something bigger than we’ve known before is taking shape. We’re not just building a company. We’re going to build a culture, a legacy and a future to be proud of. This will require remarkable leadership and together we can set the standard in the industry and beyond for both customer and employee experience, in what it is a career‑defining opportunity.

The customer experience specialist will support the development and delivery of the Mobile CX plan, proactively monitoring KPIs to identify key drivers and prioritise the most impactful improvements. They will ensure clear problem statements, define required fixes based on insight, and drive plans that transform customer experience.

What you’ll do

• 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

Who you are

• 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.

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

Additional Information

Closing Date: 18.03.26

Recruiter Name: Rodolfo Suave

Recruiter Email: Rodolfo.suavedasilva1@three.co.uk

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 the regulator’s standards. We believe everyone should have the opportunity to interview for a role that matches their skills.