[Hiring] Business Complaints Team Leader @Vodafone

Role Description

As a Business Complaints Team Leader, you'll have the opportunity to make a real difference to both customers and colleagues. You'll lead a team of dedicated Complaint Managers, creating an inclusive environment where people feel supported, empowered, and motivated to perform at their best. By combining strong leadership, customer focus, and analytical thinking, you'll drive positive outcomes, resolve complex issues, and continuously improve the way Vodafone delivers for its customers.

• Lead the delivery of an efficient, customer-focused complaints operation.
• Ensure your team provides exceptional service while meeting regulatory and business requirements.
• Identify opportunities for improvement and influence positive change.
• Inspire, coach, and develop a team of Complaint Managers.
• Set clear goals, monitor performance, and provide regular feedback.
• Create an engaging and inclusive team culture.
• Ensure complaint handling processes are followed consistently.
• Maintain and enhance operational processes, documentation, and training materials.
• Provide technical guidance and subject matter expertise.
• Use data and insights to identify trends and implement effective solutions.
• Proactively identify opportunities to improve efficiency and service quality.
• Collaborate and influence across multiple business functions.
• Communicate effectively with senior leaders, stakeholders, and customers.
• Generate reports, monitor KPIs, and drive operational excellence.
• Take ownership of issues, ensuring risks are identified and managed.

Qualifications

• Previous people management experience.
• Customer service experience in a technology or service-focused environment.
• Strong interpersonal and communication skills.
• Inspiring and supportive leader.
• Comfortable coaching performance and providing constructive feedback.
• Confident in using data to identify trends and make informed decisions.
• Strong analytical and problem-solving skills.
• Adaptable and resilient.
• Ownership and sound judgement in managing priorities.
• Passionate about delivering exceptional customer experiences.
• Confident in influencing stakeholders and building relationships.
• Track record of driving operational improvements.
• Understanding of employee engagement and commitment to creating a supportive environment.
• Balance empathy with accountability.

Benefits

• Excellent basic salary plus bonus.
• Up to 28 days off plus bank holidays.
• Paid time for charity work.
• Personalized benefits for you and your family, including discounts and vouchers.
• Pension plan.
• Amazing learning tools for career development.
• Top-notch parental leave policies.

Company Description

We’re here to build a network the UK can count on – one that connects people, places and potential. We believe that everyone should feel they belong. You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building.

• Join us and you’ll be at the heart of change.
• We’re not just expanding connectivity; we’re reimagining what a connected nation looks like.
• We move at pace, because what we’re building matters.
• Be part of our Business UK function, a team that is revolutionising how customers use technology and connectivity.