Complaint Resolution Lead

Overview of the Role

The Complaint Resolution Lead is a senior-level position responsible for overseeing the end-to-end management of customer complaints, ensuring timely and effective resolution while maintaining high levels of customer satisfaction. This role requires a strategic thinker with exceptional communication skills, leadership capabilities, and a deep understanding of complaint handling processes. The successful candidate will serve as a key point of contact for complex customer issues, collaborate with cross-functional teams to implement continuous improvement initiatives, and uphold the company's commitment to service excellence within the AE region.

Key Responsibilities

• Lead Complaint Management Processes: Oversee the entire complaint resolution lifecycle, ensuring adherence to company policies, regulatory requirements, and best practices. Develop and refine procedures to streamline complaint handling and improve efficiency.
• Customer Engagement and Satisfaction: Act as the primary escalation point for high-priority or complex complaints. Engage directly with customers to understand their concerns, provide empathetic communication, and deliver satisfactory resolutions that foster trust and loyalty.
• Team Leadership and Development: Manage and mentor a team of complaint resolution specialists. Provide training, support, and performance feedback to enhance team capabilities and ensure consistent service quality.
• Cross-Functional Collaboration: Work closely with departments such as Customer Service, Quality Assurance, Legal, and Compliance to address root causes of complaints, implement corrective actions, and prevent recurrence.
• Data Analysis and Reporting: Monitor complaint trends and metrics to identify areas for improvement. Prepare detailed reports for senior management, highlighting insights, challenges, and recommended actions.
• Continuous Improvement Initiatives: Lead initiatives to enhance complaint handling processes, customer experience, and operational efficiency. Stay updated on industry best practices and incorporate innovative solutions.
• Regulatory and Policy Compliance: Ensure all complaint resolution activities comply with applicable laws, regulations, and internal policies, minimizing legal and reputational risks.
• Stakeholder Communication: Maintain transparent communication with internal stakeholders and external partners regarding complaint statuses, resolutions, and process improvements.