Complaints Governance Senior Specialist (Telecommunications)

Location: Hybrid, based in Stoke-on-Trent or Glasgow, United Kingdom; office attendance 2–3 days per week and at least 8 days per month.

Company

hirify.globalThree builds and operates telecommunications networks and consumer connectivity services across the United Kingdom.

What you will do

• Act as a subject matter expert for complaint processes, policies, and regulatory requirements, including Ofcom and FCA standards.
• Own, maintain, and continuously improve compliant, effective, and accessible end-to-end complaint processes.
• Prepare governance materials, evidence packs, process mappings, reports, and records for forums, regulatory meetings, audits, and external assurance.
• Assess regulatory and business changes and translate them into practical process updates and guidance.
• Review root cause analysis, complaint themes, escalation drivers, risks, gaps, and delays to identify improvements and support better customer outcomes.
• Collaborate with Operations, Legal, Compliance, Quality Assurance, and the Complaints Governance Manager on governance, compliance, and continuous improvement initiatives.

Requirements

• Experience in complaints, governance, policy, compliance, customer operations, or a related environment.
• Understanding of regulatory frameworks; knowledge of Ofcom and FCA complaint requirements is preferred.
• Ability to interpret complex regulatory information and translate it into clear, practical processes and guidance.
• Strong analytical and problem-solving skills, including the ability to identify trends, risks, process gaps, and improvement opportunities.
• Strong attention to detail and a balanced, customer-focused approach.
• Ability to create governance documentation, reports, presentations, and materials for senior stakeholders.
• Clear and inclusive verbal and written communication skills, with the ability to build relationships across teams and subject areas.
• Ability to manage multiple priorities, challenge constructively, support informed decisions, and deliver high-quality work in a fast-paced environment.
• Commitment to ownership, teamwork, continuous improvement, and better outcomes for customers and colleagues.

Culture & Benefits

• Full-time employment, Monday to Friday, 37.5 hours per week.
• Hybrid working with flexibility to work from home and the office; attendance expectations are agreed with the line manager.
• Basic salary plus bonus, up to 28 days of annual leave plus bank holidays, paid charity time, discounts, vouchers, and a pension plan.
• Learning tools, parental and adoption leave, wellbeing services, mental health support, and flexible people policies.
• Employment offers are subject to criminal (DBS) and financial background checks because of regulatory requirements.

Hiring process

• Offers are conditional on successful DBS and financial background checks.
• During interviews, candidates are expected to demonstrate their own knowledge, skills, experience, and achievements without relying on AI-generated responses.