Specialist- Service Recovery (UAE Nationals ONLY)
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الوصف الوظيفي Company Description Job Description • 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 تفاصيل الوظيفة https://www.bayt.com/ar/uae/jobs/specialist-service-recovery-uae-nationals-only-65109627/ |
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