Complaint Management Senior Advisor

Work in the Complaints Management Team within the Customer Operations department for Vodafone Qatar to really deliver an awesome customer experience.

This position is responsible for managing end-to-end Mobile complaint resolution—ranging from standard customer concerns to complex mobile service complaints from all segments.

Acting as the bridge between customers, internal technical teams and other support teams, the role demands a high degree of coordination, critical thinking, and service excellence. The role will monitor and resolve high-priority complaints, escalate unresolved technical cases to Level 2 teams, and ensure timely updates are communicated to all relevant stakeholders.

In addition to complaint resolution, the role includes managing network-related service issues by coordinating drive test activities, collaborating with internal teams, and generating clear, actionable reports to highlight trends and progress. 

The role also contributes to continuous improvement by analyzing complaint drivers, identifying system and process gaps, and suggesting enhancements to tools and workflows.

This position supports team growth by mentoring new joiners, providing real-time guidance to the team including partners, and maintaining accurate troubleshooting resources to ensure consistent service standards across all customer-facing channels.

Overall, this role is vital to improving customer experience, minimizing service impact, and driving operational excellence through data-driven insights and collaborative problem-solving.

Key accountabilities and decision ownership: 

Complaint Handling & Monitoring

• Handle complex customer complaints and escalations from all customer segments
• Monitor and manage high-priority tickets, ensuring daily updates are shared with key stakeholders
• Escalate unresolved mobile technical complaints to Level 2 Teams, ensuring cases are resolved within defined SLA and Quality standards
• Collaborate with cross-functional teams to drive effective resolutions and implement preventive measures
• Coordinate complaint handling and resolution activities across channels

Network Complaint Management

• Oversee network-related complaints, including drive test coordination with all relevant teams
• Prepare and provide weekly and quarterly status reports
• Maintain and update the Network Complaint Dashboard for visibility and tracking

Reporting & Analysis

• Conduct weekly complaint analysis to identify top drivers, recurring issues, and recommend preventive measures
• Generate and share weekly and monthly complaint reports 
• Identify gaps or improvement opportunities in the complaint handling processes, knowledge base and suggest improvements

Process Improvement & Readiness

• Continuously review and recommend enhancements to complaint resolution workflows to improve efficiency, consistency, and customer satisfaction.
• Propose and implement updates to Complaints Management processes, including tagging structures, categorization logic, and tracking mechanisms, to enable more accurate reporting and root cause analysis.
• Represent the Complaints Management Team in internal cross-functional meetings, providing insights, raising concerns, and aligning on resolution strategies and process improvements.
• Support in ensuring operational readiness for new product and service launches i.e. defining ticket tagging and establishing hashtag protocols to support seamless issue tracking and resolution

Team Support

• Oversee and coordinate activities assigned to partners, ensuring alignment with service standards and operational goals
• Train, mentor, and support junior team members and new joiners to accelerate onboarding and maintain high-quality service delivery
• Serve as a subject matter expert and point of contact for the Complaints Management Team, providing guidance on complex customer issues, reports, and escalations.
• Deliver real-time support to internal teams, fostering cross-functional collaboration and promoting effective knowledge sharing across departments.
• Perform additional duties as required, aligned with the role’s scope and responsibilities, as assigned by the Line Manager.

 

Qualifications

• High School Graduate/ Bachelor’s degree an advantage in the following relevant fields (Telecommunications, Information Technology, Business Administration, Engineering (preferably in Electronics, Communications, or Computer Science)

Knowledge and Experience: 

• Min 2 years of relevant experience in the service or telecommunication industry with a strong background in Complaint Management
• Strong understanding of CRM and ticketing systems, SLA management and escalation protocols 
• Strong communication (both verbal and written), analytical, investigative, reporting, and documentation skills
• Proficient in generating analytical reports and compelling presentations (MS Office, excel, Power BI and PowerPoint)

Core competencies:

• Strong reporting and analytical skills
• Strong stakeholder management
• Mentorship, training, and support for distributed teams