Complaints Manager

Key Responsibilities

Reviewing and overseeing ongoing cases with your team, advising on ways to improve the service and streamline current processes.

Maintaining data and generating reports on trends.

Working to and achieving SLAs and KPIs in line with the specific customer contract.

Root cause and trend analysis to reduce complaints by identifying key areas for improvement.

Providing regular reports on complaints performance and service improvements implemented to address gaps in quality processes and procedures.

Developing and executing complaint processes which create a seamless, more efficient and streamlined customer experience.

Overlooking and managing your team's tasks with clear expectations on a daily, weekly and monthly basis.

Driving team performance and motivating your team via continuous coaching, training and mentoring.

Working with teams across the business to ensure that the customers and the service user are at the heart of everything that we do and all correspondence with customers meet our standards.

Identifying any areas for learning and development for internal employees.

Qualification and Experience

2 years’ experience working within a similar role.

Excellent understanding of complaint handling.

Experience embedding internal strategies to minimize complaint handling time.

Excellent analysis and Excel skills.

Self‑motivated and a strong ability to work collaboratively with different teams across the business.

Excellent levels of attention to detail to ensure your work is accurate and of high quality.

Work mode : Work from Office.

Shift Time : 10am-7pm.

Location : DHA Sector F Rwp.

Salary : Market Competitive.

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