About the job
Key Responsibilities:
- Lead the review and management of ongoing complaint cases alongside your team, offering strategic advice to enhance service delivery and optimize processes.
- Maintain comprehensive data records and prepare analytical reports to identify trends.
- Monitor and achieve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) aligned with customer contracts.
- Conduct root cause and trend analyses to minimize complaints by highlighting areas for improvement.
- Deliver regular performance reports on complaints and document service enhancements made to address quality gaps.
- Create and implement complaint management processes that foster a seamless and efficient customer experience.
- Oversee and manage team tasks with clear expectations on a daily, weekly, and monthly basis.
- Inspire team performance through ongoing coaching, training, and mentoring.
- Collaborate with various departments to ensure customer satisfaction remains a priority and that all communications meet our high standards.
- Identify training and development opportunities for internal staff.