Offer summary

Qualifications:

Demonstrated experience in complaints management or a similar customer service role., Comprehensive understanding of customer service and insurance operations., Strong verbal and written communication skills., Exceptional analytical and problem-solving capabilities..

Key responsibilities:

Supervise a team of Consumer Affairs professionals.

Handle and track customer complaints and conduct investigations.

Develop strategies to address customer concerns and improve satisfaction metrics.

Generate reports on complaint trends and train team members on best practices.

We introduce talented people to great organisations so that both may grow and benefit from each other’s experiences, helping to fulfil their potential. We understand that each client’s mix of people, culture, and objectives is unique, so our approach and solutions are flexible and adapted to each person, team, company, and situation. Although your relationship with OJ is with your local consultant(s), their network, relationships, and knowledge of diverse local candidate pools are backed by those of their local permanent, contract, and temp team colleagues. When working with international markets, we can access the market maps and relationships of the global OJ collective, giving you access to the best-suited talent in the market (not just the best talent available at that time). As such, you can come to expect a consistently high level of service and delivery, placing up to C-suite talent in permanent and contract positions, as well as project-based consultancy and temp solutions worldwide from our 12 global locations. Our current areas of specialisation include: • Accountancy & Finance • Technology • Actuarial • Risk & Compliance • Transformation & Change Management • Underwriting & Claims • Engineering Our additional services: OJ Professionals | Flexible resourcing solutions across secondment, project-based sourcing and temp-to-perm recruitment | https://www.oliverjames.com/professionals OJ Consulting | Unrivalled access to a network of highly qualified, contracting professionals across the world| https://www.oliverjames.com/consulting OJ Executive | Specialising in senior, commercial appointments at the forefront of business transformation, technology, digital and data-driven delivery| https://www.oliverjames.com/exec Work with OJ - https://www.oliverjames.com/work-with-oj Work for OJ - https://workforus.oliverjames.com/ License number: Oliver James Associates - #63797 | OJ Consulting - #65136 | Astral - #65211

Job description

Job Responsibilities:

Supervise a team of three or more Consumer Affairs professionals.
Handle the receipt, documentation, and tracking of customer complaints.
Conduct detailed investigations to resolve customer issues.
Develop and implement strategies to effectively address customer concerns.
Collaborate with internal departments to ensure efficient complaint resolution.
Monitor customer satisfaction metrics and create strategies for improvement.
Generate and present reports on complaint trends to management.
Train team members on customer service best practices and complaint resolution procedures.
Ensure adherence to company policies and regulatory requirements.
Identify and implement enhancements to the complaint management system.
Maintain organizational and reference spreadsheets as needed.
Perform additional duties as assigned.

Qualifications:

Demonstrated experience as a complaints manager or in a similar customer service/regulatory position.
Comprehensive understanding of customer service, insurance operations, and complaint management processes.
Strong verbal and written communication skills.
Excellent interpersonal and relationship-building abilities.
Outstanding organizational skills with meticulous attention to detail.
Proven time management skills and the ability to meet deadlines consistently.
Exceptional analytical and problem-solving capabilities.
Ability to work effectively in a fast-paced and sometimes high-pressure environment.

Required profile