Manager - Customer Complaint Management - Dubai Holding Real Estate - UAE National

About Dubai Holding Real Estate:

Dubai Holding’s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai’s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centers, mosques, schools, supermarkets and landscaping.

Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

Job Purpose :

The job holder will be responsible for resolving customer complaints, improving satisfaction, and reducing escalations by analyzing root causes and implementing process improvements.

Key Responsibilities:

• Investigate customer complaints, collaborate with relevant departments, and implement effective solutions to resolve issues and improve customer satisfaction and retention.
• Actively manage customer expectations, providing regular updates on complaint status and resolution timelines to ensure clear communication.
• Conduct in-depth analysis of recurring complaints to identify systemic issues and recommend process improvements aimed at minimizing future escalations and enhancing service efficiency.
• Implement corrective actions and proactive measures to address underlying issues that contribute to customer dissatisfaction.
• Recommend and implement process improvements that reduce complaint volume and increase service effectiveness, focusing on operational efficiency and customer satisfaction.
• Work closely with the quality assurance and operations teams to drive continuous improvement initiatives across customer service processes.
• Ensure all complaint management procedures comply with company policies, industry regulations, and legal requirements to safeguard both the organization and its customers.
• Regularly review complaint management practices to ensure compliance with evolving regulatory standards and industry best practices.
• Maintain accurate documentation of complaint handling and resolution, ensuring compliance with regulatory standards and internal reporting requirements for transparency and accountability.
• Prepare and present regular reports on complaint trends, resolutions, and process improvements to senior management.
• Collaborate with internal teams, senior management, and external regulatory bodies to resolve complex complaints and ensure timely escalation and resolution within agreed service levels.
• Facilitate discussions with senior leaders to ensure alignment on complaint handling strategies and ensure escalated complaints are prioritized effectively.
• Monitor and analyze complaint trends to identify patterns, generating comprehensive reports to inform decision-making and strategic planning. Use data-driven insights to forecast potential service issues and proactively mitigate customer dissatisfaction before it escalates.
• Provide actionable insights to senior management to support strategic initiatives aimed at improving overall customer experience and enhancing service quality.
• Leverage customer feedback, surveys, and complaint data to drive key initiatives that enhance the overall commercial customer journey.
• Stay informed on industry trends and customer service best practices to ensure that complaint management practices remain competitive and aligned with current standards.

Candidate Qualifications, Experiences & Skills :

• UAE National with a Family Book, as per government requirements
• Bachelor’s degree in Business, Customer Service, or a related field; Master’s degree preferred.
• Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification/ Certified Customer Service Professional (CCSP) - preferred.
• Minimum 4-6 years of experience in customer complaint management or commercial customer service, ideally in a managerial capacity.
• Proficient in Microsoft Office Suite and CRM systems, including complaint tracking software.
• Strong ability to resolve customer complaints quickly and develop strategies for improving customer satisfaction.
• Skilled in identifying areas for improvement, performing quality checks, and analyzing customer feedback.
• Capable of working under pressure and tight deadlines, while motivating and leading teams effectively.
• Excellent analytical, interpersonal, and communication skills in English and/or Arabic.
• Proven experience in developing and implementing successful customer management strategies.
• Ability to collaborate with senior leadership and cross-functional teams to achieve business objectives.
• Strong customer service skills with a deep understanding of customer needs and expectations.
• Effective at problem-solving and de-escalating complex situations.
• Capable of analyzing data to identify trends and implement solutions that improve customer experience.
• Knowledgeable in regulatory compliance and industry best practices in customer service.
• Experienced in managing stakeholders and leading teams to achieve service excellence.
• Strong organizational and time management skills, with the ability to handle multiple tasks under pressure.

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.