Complaints Management SPV

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

You will be responsible for investigating complaints to identify root causes (Ask Once, Written by Authorities), proactively preventing recurrence while balancing financial realities and strategic goals, ensuring smooth team operations and effective collaboration, delivering superior customer service through clear and empathetic resolution communication, and continuously improving complaints-handling processes and KPIs to drive increased customer loyalty.

Key Accountabilities
• Set clear goals, monitor, coach & develop his/her teams
• Coordinate the team’s activities and monitor its performance based on quantitate and qualitative KPIs
• Create an inspiring team environment with an open communication culture and an excellent team spirit
• Analyse root cause of complaints that affects negatively BNPS Identify, resolve and/or escalate issues & risks
• Co-operate with other departments to identify risks & opportunities and increase operational effectiveness
• Report, update and escalate internally the most important issues that will affect end user/customer experience, processes, and revenues

Who you are

• Touchpoints experience, Customer Centric
• Solving Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem
• Ability to prioritize and manage multiple tasks effectively, paying attention to detail, emphasizing service excellence
• Take initiative, being alerted, have a sense of urgency
• Stakeholders’ engagement & motivation skills

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

• Award-winning work environment -certified #1 Top Employer in Greece
• Competitive pay, bonus & remuneration package
• Private Health & Medical Insurance
• Hybrid way of working: a blend of remote and office-based working, including the option to work from abroad
• Unlimited connectivity with our mobile, landline and Vodafone TV services – Experience first what our customers love
• Unlimited access to learning resources and trainings
• Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service
• Remote work equipment to help you create a comfortable, ergonomic workspace at home
• Spirit of Vodafone days: dedicated time to pause, develop new skills and connect with our teams, values and services
• Extra days off: Vodafone Day, Family Day, Volunteering Day
• Office amenities (subject to the office location): such as restaurant, beauty corner, gym and parking
• Special employee offers and discounts

#LI-Hybrid #Vodafonespirit #Togetherwecan

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.