About Dubai Holding Real Estate:
Dubai Holding's real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai's residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centers, mosques, schools, supermarkets and landscaping.
Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.
An opportunity has arisen for a Manager - Customer Concerns & Resolution to join Dubai Holding Real Estate.
The main duties and responsibilities of this role:
The job holder accountable for handling and resolving sensitive, high-priority complaints from DHRE's HNI and UHNI clients, ensuring exceptional service delivery while protecting client relationships and brand reputation.
Key Responsibilities:
- Investigate customer complaints, collaborate with relevant departments, and implement effective solutions to resolve issues and improve customer satisfaction and retention.
- Actively manage customer expectations, providing regular updates on complaint status and resolution timelines to ensure clear communication.
- Conduct in-depth analysis of recurring complaints to identify systemic issues and recommend process improvements aimed at minimizing future escalations and enhancing service efficiency.
- Implement corrective actions and proactive measures to address underlying issues that contribute to customer dissatisfaction.
- Recommend and implement process improvements that reduce complaint volume and increase service effectiveness, focusing on operational efficiency and customer satisfaction.
- Work closely with the quality assurance and operations teams to drive continuous improvement initiatives across customer service processes.
- Ensure all complaint management procedures comply with company policies, industry regulations, and legal requirements to safeguard both the organization and its customers.
- Regularly review complaint management practices to ensure compliance with evolving regulatory standards and industry best practices.
- Maintain accurate documentation of complaint handling and resolution, ensuring compliance with regulatory standards and internal reporting requirements for transparency and accountability.
- Prepare and present regular reports on complaint trends, resolutions, and process improvements to senior management.
- Collaborate with internal teams, senior management, and external regulatory bodies to resolve complex complaints and ensure timely escalation and resolution within agreed service levels.
- Facilitate discussions with senior leaders to ensure alignment on complaint handling strategies and ensure escalated complaints are prioritized effectively.
- Monitor and analyze complaint trends to identify patterns, generating comprehensive reports to inform decision-making and strategic planning. Use data-driven insights to forecast potential service issues and proactively mitigate customer dissatisfaction before it escalates.
- Provide actionable insights to senior management to support strategic initiatives aimed at improving overall customer experience and enhancing service quality.
- Leverage customer feedback, surveys, and complaint data to drive key initiatives that enhance the overall commercial customer journey.
- Stay informed on industry trends and customer service best practices to ensure that complaint management practices remain competitive and aligned with current standards.
Candidate Qualifications, Experiences & Skills:
- UAE National with a Family Book, as per government requirements.
- Bachelor's degree required; Master's degree preferred in Business, Real Estate, Public Administration, or a related field.
- Professional certifications such as CCXP, CRM, CCSP, or equivalent are a strong advantage.
- Minimum 410 years of experience in customer concerns, client relations, or complaints management, preferably within a real estate developer, master developer, or government/semigovernment entity.
- Demonstrated ability to manage and resolve complex, high-sensitivity cases, particularly for HNI and UHNI clients, with a strong sense of discretion, tact, and professional presence.
- Strong interpersonal executive presence with the ability to confidently engage with VIP clients, senior leadership, regulatory bodies, and cross-functional teams.
- Proven track record of de-escalating critical issues, protecting brand reputation, and ensuring exceptional service outcomes.
- Excellent analytical, communication, negotiation, and stakeholder management skills in English and/or Arabic.
- Ability to work under pressure, manage competing priorities, and handle sensitive cases with speed and accuracy.
- Experience designing or improving customer experience frameworks, escalation protocols, and service recovery mechanisms.
- Proficiency in CRM platforms, complaint management systems, and Microsoft Office Suite (Excel, PowerPoint, Word).
- Strong capability to analyze data, identify trends, and recommend actionable improvements to reduce complaints and enhance service delivery.
- Sound understanding of UAE real estate regulations, customer rights, RERA/DLD compliance, and developerclient processes.
- Ability to lead, mentor, and collaborate with teams to achieve service excellence and support organizational objectives.
About the Benefits:
At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.
