Complaints Manager
Portfolio are proud to be exclusively representing an award-wining, multinational Professional Services client in their search for a Complaints Manager. We are looking for an experienced, innovative and driven customer experience manager to join our clients business and immediately add value by driving their customer engagement and operational performance.
Responsibilities
* Manage, monitor and review the core metrics linked to client experience from service implementation, service follow up, ongoing client support, queries, client dissatisfaction to ensure positive experience for all clients across the service offerings.
* Review our client experience proposing and implementing enhancements to improve our digital engagement.
* Monitor and review client dissatisfaction to improve and enhance the service in an efficient way.
* To monitor and review complaint interactions are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken.
* To reduce complaints levels, ensuring that all processes take into consideration the client experience and that it is the most efficient way of working.
* To produce a weekly dashboard, highlighting SLA's adherence both with client experience and service delivery identifying any underlying operational or engagement challenges.
* Produce daily and weekly reports to the Director of Care and Retention.
Key Skills for Success
* Empathy and Communication: The ability to understand customer needs, communicate complex information clearly, and handle difficult or emotive situations.
* Problem-Solving: Quickly identifying the root cause of issues and evaluating options to reach a fair solution.
* Decisiveness: Knowing when to be flexible and when to be firm to balance customer interests with those of the company.
* Patience and Calmness: Remaining composed and patient, even under pressure, to effectively resolve issues.
* Analytical Skills: The ability to interpret and compare information from various sources to make informed judgments.
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