• Lead the delivery of an efficient, customer-focused complaints operation, ensuring your team provides exceptional service while meeting regulatory and business requirements.
• Work closely with colleagues across the organisation to identify opportunities for improvement, influence positive change, and help shape an outstanding customer experience.
• Inspire, coach, and develop a team of Complaint Managers, helping them build capability, confidence, and expertise across multiple products, processes, and systems.
• Set clear goals, monitor performance, and provide regular feedback that supports both individual growth and team success.
• Create an engaging and inclusive team culture where everyone feels valued, supported, and able to contribute their best work.
• Ensure complaint handling processes are followed consistently and remain compliant with relevant legislation, Vodafone policies, and data protection requirements.
• Maintain and enhance operational processes, documentation, and training materials to support high-quality service delivery.
• Provide technical guidance and subject matter expertise to support the resolution of complex and high-profile complaint cases.
• Use data and insights to identify trends, uncover root causes, and implement effective solutions that prevent recurring issues.
• Proactively identify opportunities to improve efficiency, reduce aged backlogs, improve resolution times, and enhance service quality.
• Collaborate and influence across multiple business functions, building strong relationships that support successful complaint resolution and continuous improvement.
• Communicate effectively with senior leaders, stakeholders, and customers, providing clear updates, meaningful insights, and impactful presentations.
• Generate reports, monitor KPIs, and use performance data to drive operational excellence across measures such as SLA adherence, quality, reopen rates, and mean time to resolution.
• Take ownership of issues, ensuring risks are identified, managed, and resolved quickly while protecting customer satisfaction and Vodafone's reputation.

Who you are

• Previous people management experience and enjoy supporting others to learn, grow, and reach their potential.
• Customer service experience gained within a technology or service-focused environment.
• Strong interpersonal and communication skills, allowing you to build trust and credibility with customers, colleagues, and stakeholders at all levels.
• An inspiring and supportive leader who can motivate diverse teams while encouraging collaboration, accountability, and high performance.
• Equally comfortable coaching performance, providing constructive feedback, and celebrating success.
• Confidently use data to identify trends, understand business impact, and make informed decisions.
• Strong analytical and problem-solving skills and enjoy turning insights into practical, sustainable solutions.
• Adaptable and resilient, responding positively to change and finding innovative ways to improve processes and customer outcomes.
• Take ownership and demonstrate sound judgement when managing competing priorities and complex situations.
• Passionate about delivering exceptional customer experiences and continuously look for ways to improve service performance.
• Confident influencing stakeholders, presenting information clearly, and building productive relationships across functions.
• Track record of driving operational improvements against key performance measures such as service levels, quality, resolution times, backlog management, engagement, or customer satisfaction.
• Understand the importance of employee engagement and are committed to creating an environment where people feel motivated, supported, and able to succeed.
• Balance empathy with accountability, bringing both a people-focused and results-oriented approach to leadership.

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.