Complex Complaints Resolution Specialist
6 days ago
Job Summary
We are seeking a highly skilled Complaints Handling Expert to join our team at Vodafone UK. As a Customer Complaints Manager, you will be responsible for resolving complex customer complaints in a timely and professional manner.
Key Responsibilities
- Investigate and resolve complex customer complaints in accordance with regulatory requirements and company policies.
- Work closely with internal stakeholders, including General Management Team members and regulatory bodies, to ensure successful resolution of complaints.
- Develop and maintain a deep understanding of customer needs and preferences to provide effective complaint resolution.
- Collaborate with cross-functional teams to identify and implement process improvements to enhance customer satisfaction.
- Provide exceptional customer service, demonstrating empathy and a customer-centric approach in all interactions.
Requirements
- Proven experience in complaint handling, ideally within a regulated sector.
- Ability to make informed decisions while keeping the customer at the heart of everything.
- High degree of emotional intelligence and empathy when dealing with vulnerable customers.
- Excellent communication and problem-solving skills.
- Knowledge of FCA and Ofcom regulations is highly desirable.
What We Offer
As a Complaints Handling Expert at Vodafone UK, you will have the opportunity to work in a dynamic and customer-focused environment, where you can make a real difference in resolving complex customer complaints. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
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