Complaints Manager

Key Responsibilities

• Reviewing and overlooking 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
• Provide regular reports on complaints performance and service improvements implemented to address gaps in quality processes and procedures
• Develop and execute complaint processes which create a seamless, more efficient and streamlined customer experience
• Overlook and manage your teams tasks with clear expectations on a daily, weekly and monthly basis
• Drive team performance and motivate your team via continuous coaching, training and mentoring
• Work 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
• Identify any areas for learning and development for internal employees

Requirements

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 you work is accurate and of high quality

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Work mode

Work from Office.

Shift Time

10am-7pm.

Location

DHA Sector F Rwp.

Salary

Market Competitive.