
Senior Case Manager
1 day ago
As a key member of our team, you will be responsible for managing and overseeing ongoing cases, advising on ways to improve the service and streamline current processes. This will involve working closely with your team to identify areas for improvement and implementing changes to reduce complaints and enhance customer satisfaction.
Additionally, you will be responsible for maintaining accurate records and generating reports on trends to help inform business decisions. You will also work to achieve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in line with specific customer contracts.
Key Responsibilities:- Manage and oversee ongoing cases, advising on ways to improve the service and streamline current processes
- Maintain accurate records and generate reports on trends
- Work to achieve SLAs and KPIs in line with specific customer contracts
- Identify areas for improvement and implement changes to reduce complaints and enhance customer satisfaction
To succeed in this role, you will need:
- At least 2 years' experience working within a similar role
- Excellent understanding of complaint handling and analysis skills
- Experience embedding internal strategies to minimize complaint handling time
- Strong ability to work collaboratively with different teams across the business
- Excellent levels of attention to detail to ensure accuracy and quality
This role offers:
- Market-competitive salary
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
This role is based in DHA Sector F Rwp and requires work from office. The shift time is 10am-7pm.
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