Complaints Manager
Hamdan Al Kaabi Advocate...
Posted 30+ days ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Oversee the end-to-end complaints management process, ensuring timely and effective resolution of client issues.
Investigate and analyze complaints to identify root causes and recommend corrective actions.
Maintain accurate records of all complaints, actions taken, and outcomes in compliance with regulatory requirements.
Liaise with internal teams, including legal professionals and administrative staff, to gather information and coordinate responses.
Develop and implement policies and procedures for handling complaints in line with industry best practices.
Prepare regular reports on complaint trends, outcomes, and areas for improvement for senior management.
Provide training and guidance to staff on effective complaint handling and client communication.
Ensure compliance with all relevant legal, regulatory, and ethical standards in complaint management.
Act as the primary point of contact for escalated or complex complaints.
Promote a culture of continuous improvement by identifying opportunities to enhance client satisfaction and service delivery.
Desired Candidate Profile
Minimum of 3 years and up to 7 years of experience in complaints management, client relations, or a related field.
Proven experience working in a law firm or professional services environment is highly desirable.
Strong understanding of legal and regulatory frameworks governing complaint handling.
Excellent communication and interpersonal skills, with the ability to manage sensitive situations professionally.
Demonstrated ability to analyze complex issues and develop effective solutions.
Exceptional organizational skills and attention to detail.
Ability to work independently and as part of a team in a fast-paced office environment.
Proficiency in using case management or CRM systems.
Strong report writing and documentation skills.
Commitment to maintaining confidentiality and upholding ethical standards.
Department / Functional Area
Keywords
- Complaints Manager
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