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Senior Complaints Resolution Specialist
2 months ago
We are seeking a highly skilled and experienced Complaints Handling Expert to join our team at Vodafone UK. As a key member of our Consumer team, you will play a critical role in resolving complex customer complaints and ensuring that our customers receive the highest level of service.
Key Responsibilities- Investigate and resolve complex customer complaints in a timely and effective manner.
- Work closely with internal and external stakeholders to ensure that all complaints are resolved successfully and in a timely manner.
- Develop and maintain a deep understanding of our products and services, as well as relevant regulations and industry standards.
- Utilize active listening and relationship building skills to connect with customers and resolve complaints.
- Collaborate with the General Management Team and other stakeholders to identify and implement process improvements.
To be successful in this role, you will need to have:
- Proven experience in complaint handling, ideally within a regulated sector.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders.
- A high degree of emotional intelligence and empathy, with the ability to handle complex and sensitive customer complaints.
- Knowledge of FCA and Ofcom regulations, as well as other relevant industry standards.
- A continuous improvement mindset, with a focus on identifying and implementing process improvements.
As a Complaints Handling Expert at Vodafone UK, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service. You will also have access to a range of benefits, including:
- A competitive salary and benefits package.
- Ongoing training and development opportunities.
- A dynamic and supportive work environment.
