Complaint Manager
Qualification / Experience
Matric, with Tertiary qualification in legal studies, LLB/LLM
Solid track record within a client service/client complaint environment
Higher level managerial experience essential
Advanced computer literacy (MS Office)
Managing the complaint management and unauthorised transaction dispute teams
Prioritising of client complaints
Managing of complaints end-to-end
Direct communication (telephonic and/or other) to keep clients informed on progress in resolving their complaints
Creating preventative & proactive methods of resolving complaints
Determining the root cause of the failure and recommend corrective action
Creating a system to generate statistics to:
Determine why complaints are received & to quantify impact
Establish trends and set up alerts
Create a tracking system to assess which channels have been used to resolve complaints
Monitor number of clients retained after resolving a complaint