Job Purpose:
This position will oversee the full lifecycle of complaint and issue resolution, ensuring all concerns are accurately logged in the centralized complaints management system and subjected to comprehensive investigation to achieve equitable outcomes for customers. The role will track progress with assigned resolvers and enforce timely resolution while maintaining transparent communication with customers throughout the process.
The position will pinpoint key thematic concerns and collaborate with multiple stakeholders to develop targeted strategies aimed at addressing underlying root causes.
Key responsibilities include overseeing project execution, ensuring adherence to timelines, and coordinating team efforts to achieve organizational objectives. Duties involve managing workflows, delegating tasks, and maintaining clear communication with stakeholders to foster collaboration. Additionally, the role requires monitoring progress, identifying potential risks, and implementing corrective measures to mitigate delays or inefficiencies. Proficiency in project management tools is essential, as is the ability to analyze data and report findings to senior leadership. Strong problem-solving skills and adaptability are vital to navigating dynamic work environments and delivering high-quality results consistently.
Manages and resolves customer complaints and inquiries from initiation to resolution across all communication channels, including branch visits, contact centers, social media platforms, websites, emails, and digital interfaces.
The role involves systematically recording all complaints into a centralized logging system to maintain comprehensive records.
Thoroughly investigate complaints promptly, maintaining respectful and empathetic communication with complainants while providing regular updates on the progress of resolutions.
Monitor recurring and thematic issues, assess their escalation requirements, and propose resolutions and procedural enhancements to elevate the overall client experience.
Conducting comprehensive root cause analysis and deriving actionable insights are essential responsibilities of this role.
The role involves providing regular reports on performance, progress, and key metrics to relevant stakeholders. This includes compiling and analyzing data, preparing detailed documentation, and ensuring accuracy and timeliness in all reporting activities. The incumbent will be responsible for maintaining clear communication channels with management and teams to facilitate informed decision-making based on the provided insights.
Complaints are handled in strict accordance with established management procedures and organizational policy.
Provide training to frontline and support teams on the established complaints management procedures, ensuring strict compliance with these guidelines.
Administer Voice of the Customer Surveys to evaluate the effectiveness of the Complaints Resolution Process.
Issues submitted to the Service Desk are tracked and managed to ensure timely resolution and accountability.
A solid academic background and relevant professional experience are necessary for this role, complemented by formal qualifications in the pertinent field.
Proven expertise, hands-on experience, and the necessary credentials are essential for this position.
A bachelor’s degree or higher from an accredited university is required.
A minimum of two years of hands-on experience in addressing and resolving customer complaints within the financial services sector is required.
Proven ability to cultivate strong, professional relationships in a customer service context.
Exceptional proficiency in both written and verbal communication is essential.
Exceptional interpersonal abilities and adept negotiation expertise are essential.
Develop meaningful connections and foster strong partnerships with both internal teams and external partners through cooperative efforts, ensuring alignment towards shared objectives.
Demonstrated ability to effectively engage and manage customers and stakeholders is required.
Demonstrates strong capability in managing multiple tasks simultaneously, with a particular focus on effectively supporting and prioritizing assignments from various team members.
Demonstrates meticulous attention to detail and a steadfast dedication to maintaining the highest standards of quality.
A proven grasp of how streamlined processes and appropriate conduct contribute to outstanding customer service.
Proficient in analyzing data and performing root cause analysis to minimize inefficiencies and enhance operational effectiveness.
Proven capability to oversee substantial workloads and guide a team in delivering results efficiently amid pressure or significant transitions.
Qualifications
BA/BSc/HND
Experience Required
2 years
