VODAFONETHREE - COMPLAINTS MANAGER

Location.
Homebased Salary.
Excellent basic salary plus bonus and Vodafone benefits Working Hours.
Full time 37.
hours per week – Monday to Friday 8am- 6pm (shift within that time) Saturdays -9am-4pm rotational *Homebased 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 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 part of our Business UK function, 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.
Consistently meet monthly KPIs and performance objectives, ensuring accurate complaint handling across all mobile journeys, including FCA and non-FCA cases.
Resolve complaints efficiently and professionally, owning each case through to resolution or deadlock, while ensuring fair outcomes and compliance with all relevant policies and regulations.
Use available tools (e.
.
SCIO, Thrive, Grow) and collaborate across teams to drive “right first time” resolutions and support customer education.
Identify trends and improvement opportunities, contribute to feedback mechanisms, and support team engagement through digital platforms like Viva Engage and Our Voice.
Maintain expert knowledge of products and services (e.
.
Mobile, Broadband, VBM, EVO, One Net), accurately document complaint details, and provide support to the wider team and leadership as needed.
Who you are   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.
Strong communication skills both verbal and written, including with other teams and partners.
Be proficient with IT systems.
Competence with using Halo and iCase with Crystal experience is desirable.
FCA trained is desirable, however training can be provided.
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.
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.
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 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.
odafone.
om/uk/applying-to-us/) 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.
#vodafoneuk #VodafoneThree Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.