VodafoneThree - Business Complaints Team Leader

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

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.

You'll lead the delivery of an efficient, customer-focused complaints operation, ensuring your team provides exceptional service while meeting regulatory and business requirements. Working closely with colleagues across the organisation, you'll identify opportunities for improvement, influence positive change, and help shape an outstanding customer experience.

• You'll inspire, coach, and develop a team of Complaint Managers, helping them build capability, confidence, and expertise across multiple products, processes, and systems.
• You'll set clear goals, monitor performance, and provide regular feedback that supports both individual growth and team success.
• You'll create an engaging and inclusive team culture where everyone feels valued, supported, and able to contribute their best work.
• You'll ensure complaint handling processes are followed consistently and remain compliant with relevant legislation, Vodafone policies, and data protection requirements.
• You'll maintain and enhance operational processes, documentation, and training materials to support high-quality service delivery.
• You'll provide technical guidance and subject matter expertise to support the resolution of complex and high-profile complaint cases.
• You'll use data and insights to identify trends, uncover root causes, and implement effective solutions that prevent recurring issues.
• You'll proactively identify opportunities to improve efficiency, reduce aged backlogs, improve resolution times, and enhance service quality.
• You'll collaborate and influence across multiple business functions, building strong relationships that support successful complaint resolution and continuous improvement.
• You'll communicate effectively with senior leaders, stakeholders, and customers, providing clear updates, meaningful insights, and impactful presentations.
• You'll 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.
• You'll take ownership of issues, ensuring risks are identified, managed, and resolved quickly while protecting customer satisfaction and Vodafone's reputation.

Who you are

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

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