Vulnerable Customer Advocate

1 day ago


StokeonTrent, Stoke-on-Trent, United Kingdom Vodafone Full time
Job Title: Vulnerable Customer Advocate

Estimated Salary: £45,000 - £60,000 per annum

About the Job:

We are seeking a highly skilled and empathetic Vulnerable Customer Advocate to join our team in Stoke-on-Trent. As a key member of our Consumer team, you will be responsible for managing complex customer complaints and ensuring that all issues are resolved successfully and in a timely manner.

You will work closely with internal stakeholders, including our General Management Team members, media relations, and regulatory bodies, to ensure that all complaints are handled effectively. Your role will involve working approximately 6-10 cases at a time, using your active listening and relationship building skills to investigate, review, and resolve each case.

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.

Key Responsibilities:
  • Manage complex customer complaints and ensure successful resolution
  • Work closely with internal stakeholders to handle complaints effectively
  • Use active listening and relationship building skills to investigate, review, and resolve cases
Requirements:

We are looking for a highly motivated and experienced individual who is passionate about delivering exceptional customer experiences. You must have:

  • Proven complaint handling experience, ideally within a regulated sector
  • The ability to make informed decisions while keeping the customer at the heart of everything you do
  • Empathy, customer centricity, and a high degree of emotional intelligence


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