Complaint Evaluation Supervisor

Job Description

As a Complaint Evaluation Supervisor, you will oversee our complaint management team, ensuring the swift and effective resolution of customer complaints. You will lead, train, and mentor your team to achieve high service standards whilst monitoring compliance with company procedures.

Responsibilities

• Lead and motivate a team of complaint evaluators.
• Establish and maintain complaint handling policies and procedures.
• Ensure timely resolution of customer complaints while maintaining standards.
• Conduct regular reviews of complaint cases to spot patterns and areas for growth.
• Develop training sessions to improve team skills in complaint resolution.
• Collaborate with other departments to resolve complex customer issues.
• Generate analytics reports to track team performance and recommendations.
• Foster a customer-centric environment focused on satisfaction.
• Mentor team members and assist with career development.
• Ensure compliance with all relevant regulations pertaining to complaints.

Requirements

Education

• Relevant professional certification is advantageous

Experience

• 4-6 years of experience in customer service, specifically in complaint resolution roles.

Technical Skills

• Quality Assurance
• Data Analysis Tools

Soft Skills

• Empathy
• Decision-Making

Certifications

• Complaint Management Certification

Languages

• English: Fluent

Advantageous

• Change Management Skills: Ability to manage change effectively within the team.
• Conflict Resolution Training: Skills in navigating challenging interpersonal conflicts.

Benefits

• Flexible working hours with the possibility of remote work.
• Employee assistance programmes.
• Regular team-building activities.
• Discounts on company products and services.

Company Culture

• Team Spirit: We foster a strong sense of teamwork and collaboration within the company.
• Continuous Improvement: Our culture promotes ongoing development, both personally and professionally.
• Diversity and Inclusion: We are committed to creating an inclusive environment that values diverse backgrounds.