
Complaints Resolution Manager
2 days ago
This role focuses on ensuring the highest standards of customer satisfaction by overseeing and managing complaints. The ideal candidate will have a strong understanding of complaint handling, excellent analysis and Excel skills, and the ability to work collaboratively with different teams.
Responsibilities:- Complaint Review and Oversight: Collaborate with the team to review ongoing cases, identifying areas for improvement and streamlining current processes to enhance service quality.
- Data Analysis and Reporting: Maintain accurate data and generate reports on trends, SLAs, and KPIs to ensure alignment with customer contracts.
- Root Cause Analysis: Conduct thorough root cause analyses to identify key areas for improvement and reduce complaints.
- Regular Performance Reports: Provide regular reports on complaints performance and implemented service improvements to address gaps in quality processes and procedures.
- Team Management: Oversee and manage tasks, set clear expectations, and drive team performance through continuous coaching, training, and mentoring.
- Qualification and Experience: 2 years' experience in a similar role, excellent understanding of complaint handling, and experience embedding internal strategies to minimize complaint handling time.
- Skills and Abilities: Excellent analysis and Excel skills, self-motivated, and strong ability to work collaboratively with different teams.
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