Customer Resolution Specialist

22 hours ago


StokeonTrent, Stoke-on-Trent, United Kingdom Vodafone Full time
Role Overview

In this dynamic role, you will be responsible for resolving complex customer complaints in a timely and efficient manner. Your exceptional communication skills and ability to empathize with customers will enable you to build strong relationships and drive positive outcomes.

About the Role

This is an exciting opportunity to join Vodafone's Consumer team as a Specialist Care Manager. You will work closely with internal stakeholders to resolve high-profile complaints and ensure that all issues are addressed successfully. Your experience in managing complex complaints, ideally within a regulated sector, will be invaluable in this role.

Key Responsibilities
  • Investigate and review customer complaints, applying your analytical skills to identify root causes and develop effective solutions.
  • Work autonomously to manage multiple cases simultaneously, prioritizing tasks and meeting deadlines.
  • Collaborate with internal teams to gather information and resolve issues efficiently.
  • Develop and maintain relationships with vulnerable customers, providing tailored support and guidance.
Requirements

To succeed in this role, you must have:

  • Evidence of managing complex complaints at the highest level.
  • A proven track record of working in a regulated sector, with experience of handling FCA-reportable complaints.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
  • Strong analytical and problem-solving skills, with the ability to think critically and develop effective solutions.
What We Offer

Vodafone is committed to attracting, developing, and retaining top talent by offering a motivating and inclusive workplace. As a Specialist Care Manager, you can expect:

  • An estimated annual salary of £35,000 - £45,000, depending on experience.
  • A comprehensive benefits package, including up to 28 days' holiday entitlement, plus bank holidays and paid leave for charity projects.
  • Access to top-notch learning and development tools, market-leading parental leave policies, and an innovative Reconnect program for people who have taken a career break.

We believe that taking care of our employees is key to their success. Join us and discover a world of opportunities



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