Specialist- Service Recovery (UAE Nationals ONLY)

24 سبتمبر، 2022

0 20 2 دقائق

Job Description

Job Description
. To deliver a high quality comprehensive and consistent approach to dealing with complaints and dissatisfied customers across the Group.
. To capture, investigate and respond to complaints and compliments for the Group as a whole and, monitor progress against complaints.
. To proactively contribute to identifying continuous improvement initiatives, developing business intelligence to identify changes and solutions, which improve the resolution of complaints across the Group on a day to day basis for our customers.
. Collate customer satisfaction information across the group to identify the success of our service provision across the group and identify opportunities for service improvement.
. Oversee complaints root cause analysis including breach of SLA /TAT for service requests.
. To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
. Manage the resolution of customer complaints, within given timescales in coordination with Customer care unit.
. Handle the most complex escalated complaints (Regulatory, Government, CBUAE etc.) to include determination of whether legal advice is required on issues relating to complaints
. Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations
. Monitor and improve trends in complaints volume and react immediately in case of any unusual
. Promote governance development within and ensure feedback to the Divisions
. Share periodically the findings and work with the respective stakeholders to fix the identified gaps/pain points
. Identify areas for improvement in the quality of complaints handling and work with respective stakeholders to address
. Lead the development and maintenance of systems for the management of complaints
. Develop and deliver education and training in relation to complaints management and customer care support education initiatives
. Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance
. Contribute to the development and implementation of the bank Governance Strategy in relation to complaints
. Lead the development of specific delegated policies, procedures or guidelines relating to complaints
. Ensure that the quality of work leaving the Department is to a high standard and is appropriately disseminated throughout the organization
Qualifications

Bachelor degree in related discipline
Minimum 0-1 years experience in a similar role with a proven track record
Strong written, verbal, analytical and presentation skills
Ability to interact effectively with a wide range of staff throughout the company
Position requires proficiency in Word, Excel, Access and PowerPoint