Complaints Manager

Job Purpose:

• 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.

• 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.

• Bachelor’s degree in Business Administration, Finance, Insurance, or a related field (mandatory).

• Minimum 3–5 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.

• 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.

• 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.

• High level of empathy and customer-centric approach.
• Ability to work under pressure and manage multiple complaints simultaneously.
• Strong organizational and time management skills.
• Proactive and collaborative attitude.