
Dispute Resolution Manager
3 days ago
Job Description
The Complaints Officer is responsible for handling customer complaints in a professional and efficient manner. This includes investigating complaints, documenting evidence, and communicating outcomes to customers.
Key Responsibilities:
- Receive and document all customer complaints, ensuring accurate and thorough records are maintained.
- Conduct thorough investigations into complaints, gathering evidence and interviewing witnesses as necessary.
- Communicate findings and resolutions to customers in a clear and transparent manner.
- Collaborate with colleagues to resolve complex issues and develop solutions.
- Work closely with the Complaints Manager to review and refine our complaints procedures.
- Analyze customer feedback to identify trends and areas for improvement.
- Develop and implement plans to address customer concerns and improve overall customer satisfaction.
- Prepare clear, concise reports on complaints and their resolution.
- Participate in training and development activities to enhance your skills and knowledge.
Requirements
- Proven experience in a customer-facing role or quality/complaints function.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Commitment to ongoing learning and development.
Work Details
- 10am-7pm working hours
- DHA Sector F Rwp location
- Office-based work mode
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