Business Complaint Manager

Location:  Homebased Working
Salary:  £27,824 plus local bonus
Working Hours: Full time 37.5 hours per week – Mon- Fri 8am- 6pm (shift within that time) Saturdays -9am-4pm rotational



*Homebased

At Vodafone UK our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative, and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.



Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives. 


At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company.  We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.


Be part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT). 



What you’ll do

You will be responsible for driving new and existing complaints to resolution, whilst proactively driving continuous improvement and colleague feedback. 


You’ll: 

• Consistently deliver core KPIs in line with monthly scorecard and strong performance relating to specific objectives and expectations.
• Provide complaint resolutions in a timely, efficient, and professional manner driving a “right first time” approach and ensuring fair outcomes for all parties. 
• You will be expected to manage non FCA complaints covering broadband, Carrier Services and all aspects of the mobile journey
• Use your toolkit, knowledge and scope within your remint to drive complaints through to resolution. Including liaising with other areas of the business to resolve complaints and using knowledge tools such as SCIO, Thrive, and Vodafone University to support both customer complaints and education. 
• Continuously seek out and identify trends for improvement opportunities and take responsibility for using feedback mechanisms for change and/or colleague feedback.
• Ensure that the correct complaint procedure is followed, i.e., to be accountable for and manage the complaint, in aim to resolve. You will own the complaint until resolution or deadlock stage. 
• Maintaining expert knowledge of the latest products, propositions, and associated technologies – Inc Mobile, Broadband, VBM, EVO & One Net 
• Drive committed team engagement across our digital channels, e.g. Viva Engage, Our Voice and Thrive platforms.
• Accurately reporting information. Recording the reasons for customer’s complaints and the actions you’ve taken to resolve them.
• Comply with current legislation, FCA regulations, Business Complaints policies and Vodafone policies, including Data Protection Act.
• Provide day to day support across the wider area and into the leadership team as and when required. 

Who you are

You will: 

• Be a proficient at handling customer queries/escalations using problem solving and resolution skills.
• Be a self-starter who takes ownership and leads the customer interaction through to resolution.
• Have a continuous improvement mindset with ability to give constructive feedback.
• Have an ability to deal with challenging customer scenarios and demonstrate resilience in the face of this challenge.
• Be confident when communicating with other departments and partners.
• Strong communication skills both verbal and written.
• Be proficient with IT systems.
• Be competent with using Halo and iCase with Crystal experience also desirable.
• FCA trained desirable however training can be provided. 

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. 



What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 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 take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies. 



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 (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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