Operations Manager

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Operations Manager

Location: Hybrid/Stoke (Onsite twice per week)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week - Mon to Fri

Hybrid
At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.

Who We Are

At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

Join our Customer Service team and help us deliver an amazing experience for our customers. Earn their loyalty and trust by putting them at the forefront of everything we do.

As a high-profile Operational Lead, you will be responsible for driving and delivering performance, service, and outcomes for both colleagues and customers within a dedicated service area, including in-house, outsourced, and offshore operations.

You will oversee end-to-end complaint handling for both FCA and non-FCA reportable complaints. Additionally, you will ensure the compliant operational delivery of the Collections Strategy and maintain positive relationships with regulatory bodies while achieving all operational KPIs.

What you'll do

Key Responsibilities:

• Oversee the operational management of the Specialist Care Service, including collections, recoveries, and FCA reportable complaints.
• Manage all operational aspects of complaints handling.
• Lead in-house teams to drive performance, engagement, and achieve top customer experience (CX) and workplace priorities.
• Ensure effective delivery of outsourced services through partners.
• Maintain regulatory compliance with FCA, OFCOM, and Consumer Duty standards.
• Manage relationships with senior stakeholders, including Group and UK board members, media, government, and regulatory bodies.
• Drive the transformation of operational delivery.

Who you are

• You have a wealth of experience operating in customer-centric environments and possess outstanding written and verbal communication skills, enabling you to guide and influence both internally and externally.
• Your leadership skills are demonstrated through your experience managing large, geographically dispersed teams and effectively leading large-scale operational service partnerships.
• You thrive in fast-paced, evolving environments and have a proven track record of driving change.
• Your background includes working in FCA-regulated environments, and you have significant experience in operational leadership, particularly in dispute management and collections/recoveries activities.
• Additionally, you have technical knowledge of associated regulatory requirements, such as DISP and Debt Management, which is highly preferable.

Worried that you don't meet all the desired criteria exactly? At Vodafone 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 believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.

Together we can

Vodafone UK 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/applying-to-vodafone/) for guidance.

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#LI-Hybrid

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.