Business Complaints Team Leader

🔥 15 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vodafone

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

💼 Consulting

📦 Logistics

📡 Telecommunications

💰 Post-IPO Equity on 2022-09

Consulting • Logistics • Telecommunications

Vodafone is a leading global telecommunications company that provides mobile, fixed-line, broadband and digital services to consumers, businesses and operators across multiple regions, serving around 300 million customers. It focuses on connectivity and network infrastructure (including 5G), Internet of Things (IoT), digital and enterprise solutions, and emphasizes secure, sustainable and inclusive use of technology. Vodafone operates large-scale carrier networks and consumer services while promoting social impact and employee development through global career and apprenticeship programs.

📋 Description

• Lead a team of Complaint Managers and create an inclusive, supportive, and motivating environment • Lead an efficient, customer-focused complaints operation while meeting regulatory and business requirements • Coach and develop Complaint Managers across products, processes, and systems • Set goals, monitor performance, and provide regular feedback • Ensure consistent, compliant complaint-handling processes under relevant legislation, Vodafone policies, and data protection requirements • Maintain and enhance operational processes, documentation, and training materials • Provide technical guidance and subject matter expertise for complex and high-profile complaints • Use data and insights to identify trends, root causes, and preventative solutions • Improve efficiency, reduce aged backlogs, improve resolution times, and enhance service quality • Collaborate and influence across business functions to resolve complaints and drive continuous improvement • Communicate with senior leaders, stakeholders, and customers through updates, insights, and presentations • Generate reports, monitor KPIs, and drive operational excellence across SLA adherence, quality, reopen rates, and mean time to resolution • Identify, manage, and resolve risks while protecting customer satisfaction and Vodafone's reputation

🎯 Requirements

• Previous people management experience • Customer service experience within a technology or service-focused environment • Strong interpersonal and communication skills • Ability to motivate diverse teams and encourage collaboration, accountability, and high performance • Experience coaching performance and providing constructive feedback • Confidence using data to identify trends, understand business impact, and make informed decisions • Strong analytical and problem-solving skills • Adaptability and resilience in response to change • Sound judgement when managing competing priorities and complex situations • Passion for exceptional customer experiences and continuous service improvement • Confidence influencing stakeholders, presenting information clearly, and building productive relationships across functions • Track record of driving operational improvements against service levels, quality, resolution times, backlog management, engagement, or customer satisfaction measures • Understanding of employee engagement • Ability to balance empathy with accountability • Employment subject to criminal (DBS) and financial background checks

🏖️ Benefits

• Bonus • Vodafone benefits • Up to 28 days off plus bank holidays • Paid time for charity work • Discounts • Vouchers • Pension plan • Learning tools • Parental leave policies • Home working kit ('Office in a Box') • Flexible homebased working • Opportunities to come together during the year for collaboration and connection