Complaints Manager

Complaints Manager

Job Title: Complaints Manager
Location: Western Cape
Salary: 900000.00
Reference: JN -102017-9753
Job Published: October 19, 2017 13:19

Job Description

My client is an innovative brand in the Retail Banking space with a massive focus on consumer gratification and they are currently looking to employ a Complaints Manager to take ownership of their established customer service teams.
The purpose of the role is to manage the Complaint Management functions via different platforms (including social media, HelloPeter and direct complaints). The aim is to provide reputational risk and client retention through the resolution of client complaints and thus providing optimal client experiences and service recovery.
Duties include but are not limited to:
  • Complaint handling
  • Customer liaison – providing excellent customer service to new and existing clients
  • Staff Management – Back office and support departments
  • Training of all staff members in the back office and support capacities
  • Escalating and reporting back to EXCO on certain cases
Minimum requirements:
  • Tertiary degree in Financial Management/Operational Risk Management/Risk and Compliance or equivalent
  • Minimum 2 years’ management experience
  • Extensive experience in handling and resolving client complaints
  • Must have experience with reporting into EXCO