At a Glance
- Tasks: Handle complex customer complaints and resolve issues with empathy and active listening.
- Company: Join VodafoneThree, a leader in connectivity and community empowerment.
- Benefits: Enjoy competitive pay, bonuses, 28 days off, and personalised benefits.
- Other info: Hybrid working model with a supportive and inclusive team culture.
- Why this job: Make a real impact by helping customers and driving meaningful change.
- Qualifications: Experience in complaint handling and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 £ per year.
Location: Stoke‑on‑Trent (onsite twice per week) + Hybrid
Salary: 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
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, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
About VodafoneThree
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.
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. 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 £11 bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.
Be a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference.
What You’ll Do
As a Complex Complaints Specialist (internal title – Specialist Care Manager) you will be responsible for 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 utilizing resources, systems, processes, and networks effectively.
Responsibilities
- Work closely with high‑profile internal and external stakeholders, including General Management Team members, media relations, and regulatory bodies, to ensure all complaints are resolved successfully and in a timely manner.
- Take ownership of complex customer complaints and use natural curiosity and tenacity.
- Handle approximately 6‑10 cases at a time, using active listening and relationship‑building skills to investigate, review and resolve.
Qualifications
- Proven complaint handling experience, ideally within a regulated sector, and ability to make informed decisions keeping the customer at the heart of everything.
- Empathetic, customer‑centric, with high emotional intelligence; experience dealing with vulnerable customers.
- Inert ability to quickly understand and translate complex information to formulate potential resolutions for the customer.
- Active listening skills and excellent problem‑solving capabilities.
- Continuous improvement mindset – capturing customer feedback to support the business.
- Knowledge of FCA and Ofcom regulations highly desirable.
- Evidence of managing complex complaints at the highest level.
Inclusion Statement
We know that everyone is unique, with multiple aspects to identity and different experiences. If you’re excited about this role but experience does not 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.
What We Offer
We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. Personalise benefits such as discounts, vouchers, a pension plan and more. We support your career through learning tools and 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. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, please refer to the Accessibility section of our Careers website for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine‑tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements. During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.
VodafoneThree - Specialist Care Advisor in Stoke-on-Trent employer: VodafoneThree
VodafoneThree is an exceptional employer that prioritises employee well-being and growth, offering a competitive salary, bonuses, and a range of personalised benefits. With a hybrid working model that promotes flexibility and collaboration, employees are encouraged to bring their authentic selves to work in a supportive environment that values diverse perspectives. Located in Stoke-on-Trent, this role not only allows you to make a meaningful impact on customer experiences but also contributes to the broader mission of closing the digital divide across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree - Specialist Care Advisor in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VodafoneThree. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like VodafoneThree before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VodafoneThree - Specialist Care Advisor in Stoke-on-Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to VodafoneThree:Your cover letter is your chance to shine! Tell us why you want to work at VodafoneThree specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at VodafoneThree!
How to prepare for a job interview at VodafoneThree
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
