Complaint Evaluation Supervisor

Job Description

As a Complaint Evaluation Supervisor, you will oversee the complaints process, ensuring that customer complaints are managed efficiently and effectively in a professional manner. You will guide and train your team, aiming for the utmost customer satisfaction.

Responsibilities

• Oversee the complaints process, ensuring timely and professional resolution.
• Conduct regular training sessions for the team on regulatory compliance.
• Assist in developing and implementing best practices for complaint handling.
• Regularly liaise with management to communicate improvement opportunities.
• Identify issues in current practices and propose solutions.
• Manage the workflow of complaints through the evaluation and resolution stages.
• Create a positive environment that encourages team performance.
• Maintain relationships with stakeholders impacted by complaints.
• Assist with audits related to complaints handling.
• Lead weekly team meetings to review objectives and outcomes.

Requirements

Education

• Bachelor's degree in Business or Communication
• Postgraduate qualifications desirable

Experience

• 5+ years in a supervisory role, specifically in customer service

Technical Skills

• Reporting Software
• Case Management Systems

Soft Skills

• Problem Solving
• Attention to Detail

Certifications

• Customer Experience Certification
• ISO 9001:2015 Lead Auditor

Languages

• English: Fluent

Advantageous

• Experience with Quality Assurance Processes: Involvement in QA initiatives related to customer service is an asset.
• Background in Training and Development: Experience in training staff in complaint handling or customer service best practices.

Benefits

• Comprehensive health cover including mental health support
• Generous annual leave entitlements
• Professional development opportunities
• Team-building activities and outings

Company Culture

• Innovation: We encourage creative thinking and innovative solutions to provide the best service to our customers.
• Inclusivity: Diversity and inclusion are at the heart of our culture, welcoming different perspectives and experiences.
• Customer Focus: Our customers are our priority, and we aim to exceed their expectations in every interaction.