The job holder is responsible for handling end to end complaints management.
The job holder is responsible for receiving all escalated complaints, documenting, and coordination with stakeholder in order to bring complaint to resolution.
Job holder is responsible for establishing clear guideline and procedures for handling complaints to enable the business to improve services.
The job holder will also be responsible for identifying trends and completing a root cause analysis to address areas of concern.
Job Responsibilities:
To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
To liaise with the client on a weekly basis and report on the level of customer complaint resolutions.
To provide complaint trends and communicate lessons learnt to stakeholders, so service levels can be improved.
To be responsible for investigation, resolution and reporting of all customers related complaints Build and maintain strong relationships with the Complaint Champions and Executive Assistants across all Business lines
Act as a voice for customers and clients alongside maintaining a strong commercial awareness Optimize capacity to support across the broader Customer Relations Team by handling non escalated complaints as required
To input all complaints onto the CRM database, reporting and seeing that all procedures relating to complaints are followed.
To constantly liaise with all levels of management throughout the business to ensure minimal financial/ reputational impact.
To provide complaint trends to departments to highlight issues and find remedial solutions. Improving customer service procedures, policies and standards for the organization or department
Maintaining and publishing complaints data/ its analysis across various departments.
Providing annual complaints log as per regulatory requirements.
Pro-active approach to customer service and process management.
Education:
Bachelor's degree in Business Administration, Finance, Insurance, or a related field (mandatory).
Experience:
Minimum 35 years of experience in complaints management, customer service, or client relations within the Insurance or Financial Services industry.
Proven track record of handling escalated complaints and delivering timely resolutions.
Experience in root cause analysis and trend reporting to improve service quality.
Technical Skills:
Proficiency in CRM systems and complaint tracking tools.
Strong knowledge of complaints handling procedures, regulatory requirements, and compliance standards.
Ability to analyze data and prepare reports for management and regulatory bodies.
Core Competencies:
Excellent communication skills (verbal and written) to liaise effectively with clients and internal stakeholders.
Problem-solving and analytical skills for identifying trends and implementing remedial actions.
Relationship management skills to build trust with Complaint Champions and cross-functional teams.
Commercial awareness to balance customer satisfaction with business objectives.
Process improvement mindset to enhance customer service procedures and standards.
Behavioral Attributes:
High level of empathy and customer-centric approach.
Ability to work under pressure and manage multiple complaints simultaneously.
