VodafoneThree - Complaints Manager - 9 months FTC

Job Description

Location: Homebased
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week – Mon to Fri (working 1 Saturday in 8) Operational Hours between 8am – 6pm
Duration: 12 Months Secondment/Fixed Term Contract



Homebased

Our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

What you’ll do

End-to-end ownership of complex, high‑risk complaints, including P1 and CEO‑level complaints, delivering timely, fair and well‑reasoned outcomes that balance customer, commercial and regulatory requirements while managing sensitive interactions through to resolution.

Act as a trusted escalation point for Senior Leadership and key stakeholders, providing clear case summaries, risk assessments and recommendations to support confident decision‑making on issues with regulatory, reputational or operational impact.

Maintain strong subject‑matter expertise in complaint handling requirements and internal policy, ensuring complaint governance, decision rationale, evidencing and audit standards are consistently met within regulatory timescales.

Resolve complaints across multiple technical and commercial domains, including Broadband, Fixed, SOHO and SME, working cross‑functionally with Sales, Technology, Finance, Regulatory and Partner teams to diagnose root cause and deliver coordinated outcomes.

Identify emerging complaint risks, trends and systemic issues, escalating insight where required and contributing to fix‑forward and continuous improvement activity to reduce repeat complaints, strengthen controls and improve customer outcomes.

Who you are

• Takes end‑to‑end accountability for complex complaints including senior and P1 complaints, delivering fair, defensible outcomes under pressure.
• Applies strong professional judgement, balancing customer fairness, regulatory compliance, financial risk and Vodafone’s wider interests.
• Demonstrates high regulatory and governance awareness, ensuring decisions are compliant, auditable and proportionate to risk.
• Uses systems, data and insight to identify root cause, inform outcomes and reduce future risk.
• Communicates clearly and confidently with customers and senior stakeholders, working cross‑functionally to resolve high‑risk complaints.

Worried that you don’t meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All 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 apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What we offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.



Need to Know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

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, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/reasonable-adjustments/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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