Head of Customer Complaints

We are seeking an experienced Head of Customer Complaints to lead and enhance our complaints management function.
The ideal candidate will have a strong background in Customer Satisfaction, Quality Assurance, and process improvement, with the ability to transform customer feedback into actionable operational enhancements.

Key Responsibilities:

• Lead and manage the Complaints team to ensure timely and effective resolution
• Monitor and improve Customer Satisfaction (CSAT) & complaint resolution KPIs
• Conduct Root Cause Analysis for recurring issues and implement corrective actions
• Develop and enhance complaints handling processes & SLA adherence
• Collaborate with cross-functional departments (Operations, Sales, Logistics, Service)
• Prepare analytical reports and present insights to senior management

Requirements:

• 7+ years of experience in Customer Service / Complaints Management
• Strong background in Customer Satisfaction (CSAT / NPS)
• Experience in Quality Assurance / Quality Management frameworks
• Proven experience in escalation management
• Strong analytical and reporting skills
• Experience in Telecom or Retail industry is a strong plus
• Leadership experience managing teams

What We’re Looking For:

A strategic thinker who doesn’t just solve complaints — but prevents them.

Job Type: Full-time