Managing the Emergency Duty Service for Adult Social Care in East Sussex. Leading the team and driving service development while providing high - quality mental health care and social support.
About the role
- Manager leading complaint management at PCCW Solutions, overseeing customer complaint investigations and ensuring issue resolution. Collaborating with teams to enhance procedures and analyzing trends for management reporting.
Responsibilities
- Assist to lead a dedicated team to effectively handle and resolve customer complaints.
- Oversee and conduct thorough investigations into customer complaints.
- Ensure all issues are resolved promptly and satisfactorily.
- Direct and monitor daily operations of the customer complaint team.
- Maintain compliance with regulatory and legal requirements.
- Implement and manage processes for timely resolution of all issues.
- Work closely with operations and support teams to refine complaint-handling procedures.
- Regularly analyze complaint trends and prepare reports for management.
Requirements
- Bachelor’s degree in Business Administration or a related discipline.
- Minimum 5 years of experience in customer service management.
- Proven track record in complaint resolution.
- Experience in the pension industry and handling pension-related complaints is highly preferred.
- Strong understanding of pension products and services.
- Excellent communication skills with a good command of English and Chinese.
- Strong analytical and problem-solving skills.
Benefits
- Health insurance
- Paid time off
- Performance bonuses
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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