VodafoneThree - Complaints Governance Senior Specialist
Core
Subject matter expert for complaint processes, policies, and regulatory requirements, ensuring compliance with Ofcom and FCA standards while driving process improvements.
Role type
Senior IC compliance and governance specialist
Builds
End-to-end complaint processes, governance materials, and regulatory compliance frameworks
Domain
Telecommunications / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Regulatory framework knowledge, root cause analysis, process documentation, risk identification, stakeholder collaboration, analytical problem-solving
Preferred skills
Ofcom and FCA specific knowledge, translating complex regulations into practical processes, managing multiple priorities
Technologies
None stated
Responsibilities
Act as subject matter expert for complaint processes and regulatory requirements; Support ownership and continuous improvement of end-to-end complaint processes; Create and prepare governance materials for forums and regulatory meetings; Assess regulatory changes and translate into process updates; Review root cause analysis activity and identify trends; Identify risks and gaps within complaint processes; Partner with Operational, Legal, Compliance, and Quality Assurance teams; Produce detailed process documentation and evidence packs for audits; Monitor complaint themes and emerging regulatory trends; Track actions and outcomes across complaint reduction programmes.
Seniority
Senior, hands-on IC