Customer Complaints & Resolution Manager
Are you an individual with experience in resolution or managing complaints? Do you love to get to the bottom of something? Can you turn any situation around? We are looking for a passionate Customer Resolution Manager who will own all aspects of complaints and issues management and resolution.
This includes end to end management of individual complaints and issues, managing escalated, complex or secondary complaints, reporting, compensation calculations, root cause analysis and process improvement.
An integral part to this role is to also develop a detailed risk assessment of the Compliance function and controls and to establish the ongoing framework and governance.
The resolutions manager will work with many internal stakeholders to achieve successful complaint and issues resolution, including and not exclusive to Customer Success, Sales, Service, Finance and Operational Leadership Teams.
What will I be responsible for?
Who are we looking for?
The successful candidate will have complaints, resolutions or customer success experience, and be able to demonstrate the ability to communicate, present and influence effectively at all levels of the organisation.
Excellent listening, negotiation and presentation skills are essential, along with good verbal and written communication.
You will have proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member. You will have a high level of attention to detail and commitment to quality. You will love a challenge and be resilient by nature.
As a natural problem solver and decision-maker, you will have the ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance. A demonstrated understanding of how efficient process and correct behaviour enable customer success.
You will love to create great relationships and build rapport easily creating strong relationships with internal and external stakeholders using a collaborative manner to achieve desired result.