Complex Complaints Specialist Job at Vodafone (Stoke on Trent)

Complaints Specialist

We’re looking for someone who’s all about doing right by our customers. As a Com...

Location

United Kingdom , Stockport

Salary:

Not provided

AO

Expiration Date

Until further notice

Requirements

Great at listening
Great at solving problems
Great at keeping things fair
Take ownership of complex and executive-level complaints
Work with teams across the business
Give extra support to customers who might be vulnerable
Spot patterns through root cause analysis
Support and mentor teammates

Job Responsibility

Work with Customer Operations team and other departments to get to the bottom of complaints and put things right
Give extra support to customers who might be vulnerable
Keep customers at the heart of every decision
Take ownership of complex and executive-level complaints, including writing final response letters and working with the Financial Ombudsman Service
Spot patterns through root cause analysis and share insights to help us improve
Support and mentor your teammates

What we offer

33 days holiday (inclusive of Bank Holidays)
Holiday purchase scheme
Salary sacrifice pension scheme
Share save scheme
Discounts across the musicMagpie product range
2 days paid leave for volunteering at a charity of your choice
Employee Assistance Helpline (EAP) & access to mental health first aiders

Dispute Resolution Specialist

Join a movement in which everyone can win. We started a movement in which everyo...

Location

Australia , Melbourne

Salary:

Not provided

Block

Expiration Date

Until further notice

Requirements

Tertiary qualifications and/or equivalent industry experience (CIO, FOS or AFCA)
Proven background in Customer Service, Complaints Handling and Dispute Resolution
Proven experience in conflict resolution and strong problem solving abilities
A Customer-focused approach and someone who enjoys critical thinking
Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
A Strong ability to multi-task and work under time constraints to meet deadlines with excellent attention to detail and accuracy.
Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to external dispute bodies.
A passion for Afterpay!

Job Responsibility

Investigate, manage and resolve escalated and complex customer and merchant disputes, in accordance with the complaints policy.
Provide support to the Customer Service team for escalated complaints, where first and second level resolution team members have not been able to resolve.
Provide input into Afterpay's Internal Dispute Resolution (IDR) responses to resolve complaints
Prepare detailed, logical and well explained External Dispute Resolution (EDR) responses to AFCA, other dispute resolution bodies and consumer advocacy groups
Prepare reporting for stakeholders on complaint volumes, complaint categories and insights for both internal and external dispute resolution.
Analyse complaint data, report on trends to the business, and make recommendations to improve processes.
Manage multiple dispute cases simultaneously and in an efficient manner
Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved.

What we offer

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning

Customer Relations Specialist

At musicMagpie, looking after our customers is what we do best, and our Customer...

Location

United Kingdom , Stockport

Salary:

Not provided

AO

Expiration Date

Until further notice

Requirements

Experience handling complex customer complaints
Exceptional written and verbal communication skills
Critical thinking with strong attention to detail
Ability to review information objectively
Confidence dealing with internal teams, senior stakeholders and external bodies like the Financial Ombudsman Service
Ability to prioritise multiple cases at once while staying calm under pressure

Job Responsibility

Managing complex, escalated or executive‑level complaints from start to finish, ensuring fair and timely resolution
Investigating issues by partnering with Customer Operations and other departments to fully understand root causes
Mentoring and supporting colleagues to maintain consistently high standards of complaint handling
Assisting vulnerable customers, ensuring they receive the right level of support and guidance
Collaborating with teams such as CRM, Marketing and Product to share valuable customer insights and improve retention
Carrying out regular audits and updates to Help Centre content to ensure accuracy, clarity and customer‑friendly language

What we offer

28 days holiday (inclusive of Bank Holidays)
Holiday purchase scheme on top of your above statutory allowance
Salary sacrifice pension scheme
Share save scheme
Discounts across the musicMagpie product range
2 days paid leave for volunteering at a charity of your choice
Employee Assistance Helpline (EAP) & access to mental health first aiders

Fulltime

Post-Market Compliance Specialist III- Autoimmunity

The Post-Market Compliance Specialist III supports product complaint management ...

Location

United States , San Diego

Salary:

80000.00 - 110000.00 USD / Year

werfen

Expiration Date

Until further notice

Requirements

Bachelor’s degree in biological science, biochemistry, or similar field required
Master’s degree preferred
Proficient knowledge of IVD post-market quality system requirements and complaint handling
Advanced knowledge of global IVD post-market regulations and standards
Advanced knowledge with IVD reagents and diagnostic platforms, such as immunoassays, ELISA, chemiluminescent assays, and bead-based multiplex assays on automated systems
Advanced understanding of the functional and performance principles of IVD products, including reagents, calibrators, controls, software, and instrument systems
Minimum of six (6) years of experience in IVD industry in complaint handling, regulatory function, or a closely related technical function, required
Minimum of four (4) years of experience in Autoimmunity IVD, required
Minimum of four (4) years of hands-on laboratory testing of IVD assays including operation of automated IVD instrumentation, execution of test protocols, analysis of test results, and documentation of activities and results, required
Minimum of four (4) years of experience in customer interface responsibilities and complaint handling in an IVD regulated function, required

Job Responsibility

Complaint Management: Intakes, assesses for regulatory reportability, and triages assigned complaints. Designs and executes complex experiments and performs complex complaint investigations including investigation approach determination, experimental design, testing, analyses, and resolution. Triages investigations to other internal departments or manufacturers as needed and follows up with the escalated parties until complaint resolution. Communicates throughout the complaint investigation process from intake to final resolution with customers, affiliates, and internal stakeholders. Presents product issues which should potentially be brought to the Quality Review Board or Field Action Board to PMC management. Prepares presentations and presents issues to QRB and FARB
Laboratory Organization: Maintains laboratory cleanliness and organization. Performs routine cleaning and complete required documentation. Monitors and maintains inventory levels of laboratory test samples, consumables, reagents, and other materials. Ensures laboratory equipment and tools equipment maintenance, calibration, service, and software versions are current
Tracking and Trending: Conducts complaint trend analyses and coordinates the preparation of post-market surveillance (PMS) reports. Prepares Management Review slides on PMS for department management
Field Actions: Authors field action assessments and ensures completion of Health Hazard Evaluations (HHE/HHA) and leads recalls, Field Safety Corrective Actions (FSCAs), Field Safety Notices (FSNs), and associated regulatory notifications
Reportable Events: Completes, files and follow ups on reportable events to regulatory authorities
Department Procedures: Assists in drafting, implementing, and maintaining departmental procedures, work instructions, and templates
Provides technical guidance and mentoring to junior staff. In consultation with department management, develops and executes training for new and developing staff
Complies with applicable standard operating procedures, applicable standards and regula-tions, as well as applicable Environmental Health & Safety, Human Resources and other regulatory and administrative policies
Demonstrates Werfen values through the quality of work and professional working relationships
Other duties as assigned

What we offer

medical, dental, and vision insurance
401k plan retirement benefits with an employer match
paid vacation and sick leave
sales roles are eligible for participation in a commission plan
management and select professional roles are eligible for a performance-based bonus

Controller

The Countsy Controller is responsible for upholding the Company’s commitment to ...

Location

Salary:

100000.00 - 125000.00 USD / Year

Countsy

Expiration Date

Until further notice

Requirements

Solid knowledge of Generally Accepted Accounting Principles in a variety of different industries and circumstances
Proven research and analytical skills showing ability to reach logical conclusion and application to client situations
Demonstrated high degree of proficiency in Microsoft Excel – familiar with higher formulas (i.e. pivot tables, IF statements, VLOOKUP, etc.)
Proficiency with various online business tools, ERP systems, and Microsoft Office
Prior experience with revenue, inventory, currencies and/or intercompany
Prior experience in multi-entity or startup clients (strongly recommended)
Ability to manage client inquiries
Direct complaints or complex queries to relevant team members
Provide technical assistance
Expedite serious issues to management for prompt resolution

Job Responsibility

Ensure staff is following company practices, standards, procedures, tools and methodologies
Lead training for new team members to clients to ensure smooth transition
Take the lead on all quality control reviews and workload reviews
Effectively communicate with Client, and Countsy staff to understand and document priorities and work status
Oversee new process documentation and upgrades
Act as a point of escalation for Client issue resolution
Assist the team’s Implementation Specialist in complex implementation projects if needed
Controller level Client support work
Act as a back-up on all team Clients, supporting staff across all TSC levels
Seek and communicate ways to improve Client satisfaction

What we offer

Medical (including FSA and HSA offerings)
Dental
Vision
Life insurance
Disability insurance
401(k) savings plan
Employee Stock Purchase plan
Paid Time Off: 21 days
Eight Paid Holidays
Paid Sick Time (in geographies where legally required)

Fulltime

Unity Experience Advisor

At Unity Trust Bank, we’re proud to be bold in our ambitions, straightforward in...

Location

United Kingdom , Birmingham

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Experience in customer service, ideally within financial services or another regulated environment
Confident communication skills, with strong listening ability and genuine empathy
A proactive, solutions‑focused mindset and excellent attention to detail
Passion for supporting purpose‑led organisations and making a positive difference
Confidence learning new systems and adapting to change
A collaborative approach and commitment to contributing to a positive, inclusive team culture

Job Responsibility

Responding to customer enquiries via telephone and email with professionalism, empathy and care
Providing accurate, efficient support across account servicing, onboarding, payments and customer changes
Identifying and resolving customer needs at the first point of contact wherever possible
Maintaining accurate records and ensuring all activity complies with internal processes and regulatory standards
Escalating complex queries or complaints to Specialists or Leads when appropriate
Contributing to continuous improvement by identifying themes, sharing insights and suggesting enhancements
Championing Unity Trust Bank’s values in every customer interaction

Fulltime

Senior Customer Complaints Specialist Financial Services

We're partnering with one of our clients based in Manchester City Centre, one of...

Location

United Kingdom , Manchester

Salary:

15.90 GBP / Hour

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

Strong knowledge of FCA complaint-handling rules, FOS expectations, and regulatory risk
Practical experience applying TCF and Consumer Duty principles in decision-making
Excellent written and verbal communication skills, including handling difficult conversations
High attention to detail with a strong focus on quality, consistency, and fairness
Confident working across multiple systems and managing complex case workloads independently
Comfortable using judgement, making defensible decisions, and standing by outcomes

Job Responsibility

Deliver professional, fair, and compliant complaint handling in line with FCA requirements and internal policy
Own complaints end-to-end, proactively engaging customers to understand concerns, expectations, and desired outcomes
Produce high-quality written and verbal responses, including outcome letters and redress decisions
Manage dependencies across teams to ensure timely, accurate resolution and first-time fixes
Handle complex, executive-level, media, and high-profile complaints where required
Record accurate case data, root cause analysis, and decision rationale to prevent repeat issues
Act as part of the first line of defence, identifying risks, escalating appropriately, and challenging where necessary
Support a positive, collaborative team culture while maintaining pace, quality, and accountability

Fulltime

Implementation Specialist

The Countsy Implementation Specialist is responsible for a range of implementati...

Location

Salary:

120000.00 - 150000.00 USD / Year

Countsy

Expiration Date

Until further notice

Requirements

Solid knowledge of Generally Accepted Accounting Principles in a variety of different industries and circumstances
Current NetSuite administration and other financial systems experience preferred such as: Bill.com, Expensify, Airbase, Maxio etc.
Ability to research accounting issues, reach logical conclusions, and apply to clients’ situation
Proven analytical skills
Strong project management experience in addition to excellent time management and ability to prioritize changing tasks
Ability to adjust to new conditions, clients, and tasks
Proven analysis, research, and problem-solving skills
Ability to communicate accounting principles and issues to other staff
Prior experience with multi-entity or startup clients (strongly recommended)
Ability to work with people of varied levels of accounting knowledge

Job Responsibility

Handle several implementation projects at any given time
Lead all aspects of implementation – working together with Countsy CFO on implementation timing
Gather business requirements as necessary, review current accounting processes in place, and apply detailed working knowledge of accounting products and principles to support the client’s business, while ensuring GAAP compliance and proper internal controls
Recommend implementation of features or new accounting policies and procedures where appropriate
Advanced knowledge of financial SaaS tools relevant to the tech startup industry
Create policies and procedures documentation, or training materials as necessary
Develop and conduct training sessions for each client where client involvement is key, so as to be fully prepared on the go-live date
Work with Countsy CFO to establish cost and time estimates for implementation
Track tasks accomplished, time spent and milestones completed
Communicate with client/Countsy CFO of progress throughout the implementation project life cycle

What we offer

Medical (including FSA and HSA offerings)
Dental
Vision
Life insurance
Disability insurance
401(k) savings plan
Employee Stock Purchase plan
Paid Time Off: 18 days
Eight Paid Holidays
Paid Sick Time (in geographies where legally required)

Fulltime

Complex Complaints Specialist

Vodafone

Location:
United Kingdom , Stoke on Trent

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 22, 2026

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Location:United Kingdom , Stoke on Trent

Category:Customer Service

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Job Description:

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Job Posted:January 22, 2026

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