Complex Complaint Specialist Location: Stoke On Trent / Hybrid (Blended home working) Onsite a minimum 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: At Vodafone UK, we believe that through collaboration and connection we can achieve great things. Our 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. Who We Are: At Vodafone UK, diversity isn’t just a buzzword; it is core to who we are. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all. What you’ll do As a Complex Complaint Specialist, you will take ownership of complex customer complaints using your natural curiosity, tenacity, and relationship building skills to investigate, review, and resolve issues. You will handle a wide range of complex complaints, including those that are FCA reportable, and may involve communicating with vulnerable customers. Your role involves managing approximately 6-10 cases at a time, applying personal judgement, and utilizing various resources and networks effectively. Who you are To be successful, you must have proven complaint handling experience, ideally within a regulated sector. You should be empathetic, customer-centric, and possess a high degree of emotional intelligence. Inherent ability to quickly understand and translate complex information to formulate potential resolutions for customers. Active listening skills and excellent problem-solving capabilities. A continuous improvement mindset capturing customer feedback to support the business. Knowledge of FCA and Ofcom regulations is desirable. Evidence of managing complex complaints at the highest level. What we offer 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. Our benefits package is extensive and can be tailored to suit your family, including employee discounts, retail vouchers, pension plans, and share schemes. We support career development with top learning and development tools, market-leading parental leave policies, and an innovative Reconnect programme for those who have taken a career break. Together we can Vodafone UK is regulated by the Financial Conduct Authority, and all offers of employment for this role are subject to background checks to meet regulatory 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.