VodafoneThree - Complaints Manager at Vodafone United States

, , United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

13 Jan, 26

Salary

0.0

Posted On

15 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Resolution, Continuous Improvement, KPI Management, Customer Education, Problem Solving, Communication Skills, IT Proficiency, Team Collaboration, Resilience, Feedback Mechanisms, Product Knowledge, Customer Queries, Escalation Handling, Self-Starter, Constructive Feedback, Challenging Scenarios

Industry

Telecommunications

Description

Working Hours: Full time 37.5 hours per week - Monday to Friday shifts between 8am - 6pm Saturdays 9am - 4pm on a shift rotation You will be responsible for driving new and existing complaints to resolution, whilst proactively driving continuous improvement and colleague feedback. Consistently meet monthly KPIs and performance objectives, ensuring accurate complaint handling across all mobile journeys, including FCA and non-FCA cases. Resolve complaints efficiently and professionally, owning each case through to resolution or deadlock, while ensuring fair outcomes and compliance with all relevant policies and regulations. Use available tools (e.g. SCIO, Thrive, Grow) and collaborate across teams to drive “right first time” resolutions and support customer education. Identify trends and improvement opportunities, contribute to feedback mechanisms, and support team engagement through digital platforms like Viva Engage and Our Voice. Maintain expert knowledge of products and services (e.g. Mobile, Broadband, VBM, EVO, One Net), accurately document complaint details, and provide support to the wider team and leadership as needed. Be a proficient at handling customer queries/escalations using problem solving and resolution skills. Be a self-starter who takes ownership and leads the customer interaction through to resolution. Have a continuous improvement mindset with ability to give constructive feedback. Have an ability to deal with challenging customer scenarios and demonstrate resilience in the face of this challenge. Strong communication skills both verbal and written, including with other teams and partners. Be proficient with IT systems. Competence with using Halo and iCase with Crystal experience is desirable. FCA trained is desirable, however training can be provided.

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Responsibilities

The Complaints Manager will drive new and existing complaints to resolution while ensuring compliance with relevant policies. They will also identify trends for improvement and support team engagement through digital platforms.