At a Glance
- Tasks: Handle complex customer complaints and turn negative experiences into positive outcomes.
- Company: Join VodafoneThree, a diverse and inclusive employer committed to connecting communities.
- Benefits: Enjoy competitive pay, bonuses, up to 28 days off, and personalised benefits.
- Other info: Flexible hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real impact by resolving customer issues and enhancing their experience.
- Qualifications: Experience in complaint handling and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
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)
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.
We believe that everyone should feel they belong. We're building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.
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.
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:
- Inherent 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.
VodafoneThree - Specialist Care Advisor employer: VodafoneThree
VodafoneThree is an exceptional employer that champions inclusivity and diversity, making it a welcoming place for all employees. With a hybrid working model that promotes flexibility, alongside competitive salaries, generous leave policies, and a strong commitment to employee development, you'll find ample opportunities for growth and collaboration in Stoke-on-Trent. Join a team that values your contributions and empowers you to make a meaningful impact in the community while enjoying a supportive work culture.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree - Specialist Care Advisor
✨Tip Number 1
Get to know VodafoneThree! Research their values and culture so you can show how you fit in. When you understand what they stand for, you can tailor your approach and make a real connection during interviews.
✨Tip Number 2
Practice your active listening skills! During interviews, really listen to what the interviewer is saying. This will help you respond thoughtfully and demonstrate your empathy, which is key for a role like Specialist Care Advisor.
✨Tip Number 3
Show off your problem-solving skills! Be ready to share examples of how you've handled complex complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace VodafoneThree - Specialist Care Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Specialist Care Advisor role. Highlight your experience in handling complex complaints and showcase how your skills align with VodafoneThree's values of customer loyalty and empathy.
Showcase Your Skills:Use specific examples to demonstrate your active listening and problem-solving abilities. Mention any relevant experience you have in regulated sectors, as this will show us you're ready to tackle the challenges of this role.
Be Authentic:We want to see the real you! Don’t be afraid to share your unique experiences and how they’ve shaped your approach to customer service. Authenticity is key, so let your personality shine through in your application.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our careers website. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at VodafoneThree
✨Know Your Stuff
Before the interview, make sure you understand VodafoneThree's values and mission. Familiarise yourself with their approach to customer care, especially how they handle complex complaints. This will show that you're genuinely interested in the role and can align your answers with their expectations.
✨Showcase Your Empathy
As a Specialist Care Advisor, you'll be dealing with vulnerable customers. Prepare examples from your past experiences where you've demonstrated empathy and problem-solving skills. Highlight how you turned negative situations into positive outcomes, as this is crucial for the role.
✨Ask Insightful Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the challenges faced in the role, or how success is measured. This not only shows your interest but also helps you gauge if the company culture is the right fit for you.
✨Be Authentic
VodafoneThree values authenticity, so don’t be afraid to let your personality shine through. Share your unique experiences and how they’ve shaped your approach to customer service. Remember, they want to see the real you, so relax and be yourself!
