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 a...