Business Complaints Team Leader

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee a team of Complaint Managers, fostering an inclusive, supportive, and motivating environment.

• Manage a customer-centric complaints operation that adheres to regulatory and business standards.

• Mentor and develop Complaint Managers across various products, processes, and systems.

• Establish objectives, track performance, and deliver regular feedback.

• Ensure adherence to compliant complaint-handling processes as per relevant legislation, Vodafone policies, and data protection regulations.

• Enhance and maintain operational processes, documentation, and training resources.

• Provide expert technical guidance and subject matter expertise for intricate and high-profile complaints.

• Utilize data and insights to detect trends, pinpoint root causes, and develop preventative measures.

• Optimize efficiency, minimize aged backlogs, improve resolution times, and elevate service quality.

• Collaborate and influence across various business functions to resolve complaints and promote continuous improvement.

• Engage with senior leaders, stakeholders, and customers through updates, insights, and presentations.

• Generate reports, track KPIs, and drive operational excellence across SLA compliance, quality, reopen rates, and mean time to resolution.

• Identify, manage, and mitigate risks while safeguarding customer satisfaction and Vodafone's reputation.

⛳️ Requirements

• Prior experience in people management.

• Background in customer service within a technology or service-oriented setting.

• Excellent interpersonal and communication abilities.

• Capability to inspire diverse teams and promote collaboration, accountability, and high performance.

• Experience in coaching performance and delivering constructive feedback.

• Proficient in using data to identify trends, assess business impacts, and make informed decisions.

• Strong analytical and problem-solving capabilities.

• Ability to adapt and remain resilient in the face of change.

• Good judgement in managing competing priorities and complex situations.

• Enthusiasm for delivering exceptional customer experiences and continuous service enhancement.

• Confidence in influencing stakeholders, presenting information clearly, and cultivating productive relationships across functions.

• Proven track record of driving operational improvements in service levels, quality, resolution times, backlog management, engagement, or customer satisfaction metrics.

• Understanding of employee engagement strategies.

• Ability to balance empathy with accountability.

• Employment is contingent upon successful criminal (DBS) and financial background checks.

🏝️ Benefits

• Bonus.

• Vodafone benefits.

• Up to 28 days of leave plus bank holidays.

• Paid time off for charitable activities.

• Discounts.

• Vouchers.

• Pension plan.

• Learning resources.

• Parental leave policies.

• Home working kit ('Office in a Box').

• Flexible home-based working options.

• Opportunities for collaboration and connection throughout the year.