VodafoneThree - Complex Complaints Specialist

This job is with VodafoneThree, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

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)

Start date for this role is the 17th August 2026 with assessment centres taking place in July.

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.

We're here to build a network the UK can count on - one that connects people, places and potential. We're creating more than the UK's best network. We're helping close the digital divide, empower communities and drive meaningful progress.

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.

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.

Be a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we 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 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.

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.

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.

Your role will involve you working approximately 6 -10 cases at a time, using your active listening and relationship building skills to investigate, review and resolve.

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.

• 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
• Evidence of managing complex complaints at the highest level

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.

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. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more.

We help with your career through our amazing learning tools and top-notch parental leave policies.

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 regulators standards.

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.

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.