Location: Stoke On Trent / Hybrid (Blended home working) Onsite: A minimum of 8 days per month at the Stoke on Trent Contact Centre (Twice per week) Working Hours: Full Time 37.5 hours weekly rotating Monday to Sunday 8-8 Including Bank holidays (365 days per year) Salary: Excellent basic salary plus bonus and Vodafone benefits Hybrid working approach at Vodafone UK allows collaboration and connection. Our “Office in a Box” home working kit provides everything needed for remote work. Who We Are At Vodafone UK, we prioritize diversity and inclusion, striving to represent the communities we serve. Join our Consumer team where innovation and customer engagement drive our initiatives. What you’ll do As a Complex Complaint Specialist, you will handle complex customer complaints autonomously, including FCA reportable issues. Your role involves interacting with vulnerable customers, applying personal judgement, and using resources effectively. You’ll collaborate with internal and external stakeholders to ensure timely complaint resolution. You will manage 6-10 cases simultaneously, leveraging your skills to investigate, review, and resolve issues. Who you are Successful candidates will have proven complaint handling experience in regulated sectors, empathy, and customer-centricity. Key skills include: Ability to understand and translate complex information into resolutions. Active listening and problem-solving skills. Continuous improvement mindset for customer feedback. Knowledge of FCA and Ofcom regulations is desirable. Experience in managing complex complaints at a high level. If you lack some criteria, we encourage you to apply as our recruitment team can help find a suitable role for you. What we offer We provide competitive remuneration, a bonus package, up to 28 days holiday, and a comprehensive benefits package. We support career development with top-tier learning tools and policies, including innovative programs for career breaks. Regulatory Compliance All offers of employment are subject to background checks to meet regulatory standards. Please refer to our Careers website for guidance on accessibility requests during recruitment.