VodafoneThree - Complex Complaints Specialist

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) 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. 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. As the go-to person for dissatisfied customers, you must be confident that can turn even the most negative experiences into positive ones. 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. You will take ownership of your own complex customer complaints and use your natural curiosity and tenacity. Your role will involve you working approximately 6 -10 cases at a time, using your active listening and relationship building skills and your ability to connect 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. Additionally, the ideal candidate will have: 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