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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Key Responsibilities
- Reviewing and overlooking ongoing cases with your team, advising on ways to improve the service and streamline current processes
- Maintaining data and generating reports on trends
- Working to and achieving SLAs and KPIs in line with the specific customer contract
- Root cause and trend analysis to reduce complaints by identifying key areas for improvement
- Provide regular reports on complaints performance and service improvements implemented to address gaps in quality processes and procedures
- Develop and execute complaint processes which create a seamless, more efficient and streamlined customer experience
- Overlook and manage your teams tasks with clear expectations on a daily, weekly and monthly basis
- Drive team performance and motivate your team via continuous coaching, training and mentoring
- Work with teams across the business to ensure that the customers and the service user ...