Fixed Complaint Management Advisor

About the role

The Fixed Complaint Management Advisor ensures that customers experience minimal disruption during fixed‑line outages and that technical complaints are resolved efficiently. You will act as the bridge between customers, technology teams, and field vendors, driving proactive solutions and continuous improvement.

Key responsibilities

• Provide support and manage both planned and unplanned outage communications with customers.
• Collaborate with technology teams to troubleshoot issues and develop proactive controls that reduce complaint volume.
• Track, report and analyse technical complaints against the customer base, proposing corrective actions.
• Work with the digital team to create self‑service channels (e.g., My Vodafone App, chatbot) for customer troubleshooting.
• Ensure customers are kept informed on complaint status and reduce repeat calls by logging all interactions in the CRM.
• Monitor field vendor performance, enforce SOPs, and log all field activities in the CRM.
• Conduct training for frontline and field teams to achieve first‑call resolution.
• Report installation‑related issues within 10 days and coordinate with Fixed Fulfilment for corrective actions.
• Perform manual tasks such as first‑level troubleshooting calls, appointment scheduling, SLA monitoring, inventory tracking, and feedback collection.

Required profile

• Engineering degree in Telecommunications.
• More than 5 years of experience in the telecom or service industry, with a strong background in fixed‑line fulfilment.
• Proven track record managing diverse vendors to meet high service standards.
• Experience with OTDR/LSPM testing equipment and interpreting test reports.
• Knowledge of Fixed Fibre Services (FTTX) and 5G signal quality measurement (RSSI).
• Ability to create training material and troubleshooting guides based on real‑world scenarios.

Required skills

• OTDR testing equipment
• LSPM testing equipment
• Fixed Fibre Services (FTTX)
• 5G RSSI measurement
• Siebel CRM
• MediaFirst operator portal

What we offer

• Opportunity to work with leading telecom technologies and a global brand.
• Continuous professional development and training.
• Collaborative environment focused on customer excellence.