complaint manager

Dubai Holding

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 <ul> <li>Investigate customer complaints, collaborate with relevant departments, and implement effective solutions to resolve issues and improve customer satisfaction and retention.</li> <li>Actively manage customer expectations, providing regular updates on complaint status and resolution timelines to ensure clear communication.</li> <li>Conduct in depth analysis of recurring complaints to identify systemic issues and recommend process improvements aimed at minimizing future escalations and enhancing service efficiency.</li> <li>Implement corrective actions and proactive measures to address underlying issues that contribute to customer dissatisfaction.</li> <li>Recommend and implement process improvements that reduce complaint volume and increase service effectiveness, focusing on operational efficiency and customer satisfaction.</li> <li>Work closely with the quality assurance and operations teams to drive continuous improvement initiatives across customer service processes.</li> <li>Ensure all complaint management procedures comply with company policies, industry regulations, and legal requirements to safeguard both the organization and its customers.</li> <li>Regularly review complaint management practices to ensure compliance with evolving regulatory standards and industry best practices.</li> <li>Maintain accurate documentation of complaint handling and resolution, ensuring compliance with regulatory standards and internal reporting requirements for transparency and accountability.</li> <li>Prepare and present regular reports on complaint trends, resolutions, and process improvements to senior management.</li> <li>Collaborate with internal teams, senior management, and external regulatory bodies to resolve complex complaints and ensure timely escalation and resolution within agreed service levels.</li> <li>Facilitate discussions with senior leaders to ensure alignment on complaint handling strategies and ensure escalated complaints are prioritized effectively.</li> <li>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.</li> <li>Provide actionable insights to senior management to support strategic initiatives aimed at improving overall customer experience and enhancing service quality.</li> <li>Leverage customer feedback, surveys, and complaint data to drive key initiatives that enhance the overall commercial customer journey.</li> <li>Stay informed on industry trends and customer service best practices to ensure that complaint management practices remain competitive and aligned with current standards.</li> </ul> Candidate Qualifications, Experiences & Skills <ul> <li>UAE National with a Family Book, as per government requirements.</li> <li>Bachelor's degree in Business, Customer Service, or a related field; Master's degree preferred.</li> <li>Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification / Certified Customer Service Professional (CCSP) - preferred.</li> <li>Minimum 4 6 years of experience in customer complaint management or commercial customer service, ideally in a managerial capacity.</li> <li>Proficient in Microsoft Office Suite and CRM systems, including complaint tracking software.</li> <li>Strong ability to resolve customer complaints quickly and develop strategies for improving customer satisfaction.</li> <li>Skilled in identifying areas for improvement, performing quality checks, and analyzing customer feedback.</li> <li>Capable of working under pressure and tight deadlines, while motivating and leading teams effectively.</li> <li>Excellent analytical, interpersonal, and communication skills in English and/or Arabic.</li> <li>Proven experience in developing and implementing successful customer management strategies.</li> <li>Ability to collaborate with senior leadership and cross functional teams to achieve business objectives.</li> <li>Strong customer service skills with a deep understanding of customer needs and expectations.</li> <li>Effective at problem solving and de escalating complex situations.</li> <li>Capable of analyzing data to identify trends and implement solutions that improve customer experience.</li> <li>Knowledgeable in regulatory compliance and industry best practices in customer service.</li> <li>Experienced in managing stakeholders and leading teams to achieve service excellence.</li> <li>Strong organizational and time management skills, with the ability to handle multiple tasks under pressure.</li> </ul> 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.

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

Net2Source (N2S)

<div>
 
 🔷 Join a Global Leader in Workforce Solutions &ndash; Net2Source Inc.
 
 
 🚀 Right Talent. Right Time. Right Place. Right Price.
 
 
 📍 Operating in 32 countries | 5,500+ Employees
 
 
 🌐 www.net2source.com | 📧 ankit@net2source.ae &phone;️+971 563384000
 
 
 
 
 
 Job Title: Manager &ndash; Quality &amp; Governance
 
 
 Location: Dubai, UAE
 
 
 Salary: As per the Market Standards
 
 
 Type: Permanent
 
 
 Visa Status: Provided
 
 
 
 
 
 Role Overview:
 
 
 
 
 
 Manage complaints and quality assurance across all customer-facing channels, ensuring timely resolution, regulatory compliance, and actionable insights that strengthen client experience. This role complements the Chief Quality &amp; Governance Officer by translating strategy into execution, embedding governance, digital service excellence, and continuous improvement into daily operations. Act as a key partner to frontline teams, product, operations, and compliance functions, ensuring every customer pain point is resolved with accountability and quality assurance frameworks that deliver measurable improvements in loyalty and reputation.
 
 
 
 
 
 Key Success Metrics
 
 
 
 
 
 ● Complaints are consistently resolved within regulatory and internal SLAs, with reduced repeat escalations.
 
 
 ● QA audits and mystery shopping drive measurable improvements in frontline performance and compliance.
 
 
 ● Sustained improvement in NPS, CSAT, and first-contact resolution linked to complaint and QA interventions. ● Dashboards provide clear visibility into advisor-level performance, cost-to-serve, and systemic gaps.
 
 
 ● Full adherence to regulatory requirements across complaints and QA processes, with timely corrective actions.
 
 
 ● Reduction in negative online reviews attributable to effective complaint handling and QA oversight.
 
 
 ● Continuous improvement is embedded into training, coaching, and cross-functional initiatives, ensuring measurable ROI.
 
 
 
 
 
 Skills &amp; Competencies
 
 
 
 
 
 ● Strong knowledge of regulatory frameworks, complaint management, and QA best practices.
 
 
 ● Analytical mindset with the ability to translate data into actionable improvements.
 
 
 ● Effective communication, negotiation, and conflict resolution skills.
 
 
 ● Leadership and team management capabilities.
 
 
 ● Proficiency in complaint tracking systems, QA dashboards, and AI/analytics tools.
 
 
 
 
 Qualifications &amp; Experience
 
 
 
 
 
 ● Bachelor&rsquo;s degree in business, Banking, Finance, or related field (master&rsquo;s preferred).
 
 
 ● 7&ndash;10 years of experience in complaint management, QA, or CX within banking, insurance, or financial services.
 
 
 ● Proven track record in compliance, dispute resolution, and operational improvement.
 
 
 ● Experience leading cross-functional initiatives and reporting to senior leadership.
 
 
 
 
 
 🔻 About Net2Source Inc.
 
 
 Net2Source offers global staffing solutions and enterprise-scale recruitment support.
 
 
 🏆 Recognized by INC 5000 &amp; SIA
 
 
 🌍 Global offices: UAE | USA | India | UK | Singapore | Canada | ANZ
 
 
 We support inclusive hiring practices in accordance with UAE labor law.
 
 
 🔗 www.net2source.com/careers | 📧 jobs@net2source.ae
 
</div>

Manager – Quality & Governance

Candidate Source Ltd

We are looking for a Complaint Handler who is passionate about finding fair outcomes for customers. You will be loading motor finance complaints onto the system, discussing points with the customer, collecting and reviewing evidence from systems to understand the situation in detail, and concluding the outcome in a final response letter. You will be joining a welcoming team within a motor finance company in Bracknell where you will have a balance of working three days in office and two days from home each week once you have passed their training program. What you'll be doing as a Complaint Handler:<ul> <li>Taking ownership of a pipeline of complaint cases from start to resolution.</li><li>Logging new complaints, loading customer cases onto the client system ensuring all details are entered correctly.</li><li>Collecting and reviewing information from customers regarding their motor finance agreement.</li><li>Taking responsibility for queries/issues through to resolution.</li><li>Deciding fair outcomes for both customers and the business.</li><li>Writing templated outcome letters to the customers. </li><li>Managing expectations of all internal and external customers.</li></ul> We're looking for a Complaint Handlerwith:<ul> <li>Previous experience complaint handling.</li><li>Previous financial services experience.</li><li>Confidence handling multiple workstreams.</li><li>Strong attention to detail.</li></ul> Hours: 37.5 hours a week Monday to Friday between the hours of 9am-5:30pm.Location: Bracknell. This can reduce to 3 days a week in office and 2 days from home after training and sign off.Parking: YesContract: 3 months initially with opportunity to extend.Training: On site full time for the first 4 - 6 weeks. This role does not offer remote working so we will not be able to consider applicants that are not within a commutable distance to Bracknell.If you're excited to join a rewarding company as a Complaint Handler, then please click apply online and upload an updated copy of your CV. Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.To help you stay safe in your job search we will never ask for your bank details at the application stage.Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.

Complaint Handler

MedNet Global Healthcare Solutions LLC

<div>
 <ul>
 <li>
 As a member of Munich Re the MedNet Group is a leading Third-Party Administrator across the MEA region. We are currently seeking to hire a &ldquo;Officer &ndash; Complaint Management&rdquo;. The job holder primary responsibility is to handle customers&rsquo; complaints and ensure their timely resolution. The role involves investigation of complaints, addressing customer complaints effectively and implementing appropriate solutions to ensure customer satisfaction.
 </li>
 </ul>
 
 
 
 
 
 Your Role:
 
 
 <ul>
 <li>
 Handle customers complaints from both digital channels and walk-in members: accurate log, in-depth investigation, root cause analysis, deployment of actionable action plan, member update and member timely resolution.
 </li>
 <li>
 Ensure to gather the relevant information with other departments to resolve the complaints effectively and maintain accurate and up-to-date records.
 </li>
 <li>
 Support in collecting data, generate regular reports and provide an in-depth knowledge of the systems and tools.
 </li>
 <li>
 Analyze generated reports providing any trend and recurring issue requiring attention from management to improve overall customer experience.
 </li>
 <li>
 Ensure customer satisfaction by providing prompt and professional acknowledgment, update (or holding/extension) and resolution.
 </li>
 <li>
 Ensure each step of the process is met within the agreed timelines, reflected in the relevant systems and tools and aligned with the company policies and procedures.
 </li>
 <li>
 Collaborate with cross-functional departments to develop and implement necessary actions for complaints resolution as well to implement initiatives that enhance customer satisfaction, prevent complaints reoccurrence and minimize the number of received complaints.
 </li>
 <li>
 Provide any requested information and report accurately and in a timely manner to the clients.
 </li>
 </ul>
 
 
 
 
 
 Your profile:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in relevant field (customer service, business administration, communication) or equivalent work experience.
 </li>
 <li>
 5 years of experience in Contact Center environment (Inbound, outbound, emails &amp; chat) in which 3+ years of previous experience in customer service complaint handling in healthcare and/or insurance industry preferrable.
 </li>
 <li>
 Excel proficiency in using standard office software (Microsoft office studio)
 </li>
 <li>
 Health Insurance industry / market knowledge.
 </li>
 <li>
 Knowledge related to medical terminology would be a plus.
 </li>
 <li>
 Strong interpersonal and communication skills.
 </li>
 <li>
 Excellent knowledge of MS office and Computer literacy.
 </li>
 <li>
 People management skills &amp; Customer Oriented.
 </li>
 <li>
 Complaint management skill &amp; Problem solving.
 </li>
 <li>
 Data Analytics (understand Contact Center KPIs, reporting &amp; analysis).
 </li>
 </ul>
 
 
 
 
 
 *Munich Re not only stands for fairness with regard to its clients; it is also an equal opportunities employer.
 
 
 
 
</div>

Officer – Complaint Management

AJ Bell

Job DescriptionDue to growth we are now recruiting for a customer relations coordinator to join our customer services department. The main purpose of the role is to ensure that we treat all complainants fairly, by ensuring that all complaints that are subject to FCA and internal business requirements are handled appropriately. Key responsibilities:<ul><li>Recording all complaints subject to FCA Dispute Resolution: Complaints Sourcebook requirements accurately.</li><li>Ensuring complaints are acknowledged promptly in line with FCA requirements and internal procedures and SLA's.</li><li>Undertaking investigative work in order to produce a formal response to each complaint.</li><li>Issuing final response letters in relation to each complaint within internal and FCA timeframes ensuring they are detailed and clear.</li><li>Ensuring that full, detailed records are maintained in relation to the complaint investigation and sign off on response and any compensation.</li><li>Ensuring that payment arrangements in relation to any compensation or ex gratia payment are followed up and that payment is made.</li><li>Maintaining the information on the Complaints Management System</li><li>Assisting the Customer Relations Manager in any other areas as required.</li></ul>Competence, knowledge and skills:<ul><li>Previous experience in an informal and formal complaints based role.</li><li>Significant experience of working in a financial services administration role.</li><li>Exceptional customer focus and passion for achieving the right outcomes for our customers.</li><li>Excellent letter writing skills.</li><li>Exceptional inter personal skills in dealing with customers, advisers and internal departments.</li><li>Meticulous attention to detail in ensuring records of all complaints are detailed and the audit trail is maintained at all times.</li><li>Knowledge of FCA requirements for complaints handling.</li><li>Strong knowledge of the financial services industry.</li><li>Knowledge of pension administration, ISAs is desirable but not essential.</li><li>A background in dealing would be of strong benefit, but is not essential.</li></ul>For internal applications the closing date will be 14 November About us:AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers to DIY investors with little to no experience. We have over 644,000 customers using our award-winning platform propositions to manage assets totalling more than £103.3 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.Headquartered in Manchester with offices in central London and Bristol, we now have over 1,500 employees and have been named one of the UK's 'Best 100 Companies to Work For' for six consecutive years and in 2025 named a Great Place to Work.At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.Our perks and benefits:<ul><li>Starting salary of £28,840</li><li>Starting holiday entitlement of 25 days, increasing up to 31 days with length of service and a holiday buy and sell scheme</li><li>A choice of pension schemes with matched contributions up to 6%</li><li>Discretionary bonus scheme</li><li>Annual free share awards scheme</li><li>Buy As You Earn (BAYE) Scheme</li><li>Health Cash Plan - provided by SimplyHealth</li><li>Discounted private healthcare scheme and dental plan</li><li>Free on-site gym providing a wide range of free classes</li><li>Employee Assistance Programme</li><li>Bike loan scheme</li><li>Sick pay+ pledge</li><li>Enhanced maternity, paternity, and shared parental leave</li><li>Discounted nursery fees at Kids Planet on Exchange Quay</li><li>Loans for travel season tickets</li><li>Death in service scheme</li><li>Paid time off for volunteer work</li><li>Charitable giving opportunities through salary sacrifice</li><li>Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more</li><li>Parking at Exchange Quay (Subject to availability)</li><li>Personal development programmes built around you and your career goals, including access to personal skills workshops</li><li>Ongoing technical training</li><li>Professional qualification support</li><li>Talent development programmes</li><li>Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off</li><li>Monthly leadership breakfasts and lunches</li><li>Casual dress code</li><li>Access to a range of benefits from our sponsorship deals</li></ul>Hybrid working:At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you'll spend 50% per week in the office. For new team members, the first 3 months will be spent full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.

Complaints Coordinator

إنتاج | Entaj

We're Hiring - Quality inspector! Since 2004, Entaj has grown into one of Saudi Arabia's leading poultry producers, with an annual capacity of over 90 million birds and an ambitious plan to reach 185 million by 2026. Committed to food security and sustainability, Entaj continues to deliver high-quality poultry products using world-class, environmentally friendly technologies. About the Role: As a Quality Inspector, you will ensure product quality, safety, and compliance through regular market inspections, warehouse audits, and customer visits. You will play a key role in maintaining product integrity, supporting QA/QC operations, and ensuring our products consistently meet the highest standards in the market. Key Responsibilities Market Visits & Product Audits <ul> <li>Follow the monthly plan for market visits and product audits to analyze market chiller conditions and identify potential quality complaint risks.</li> <li>Visit and audit priority markets for product return issues.</li> <li>Ensure proper distribution processes are followed by linking warehouse and market operations through on-site product examinations.</li> </ul> Customer & Complaint Management <ul> <li>Communicate with customers regarding product quality issues and provide guidance on correct product handling as per company standards.</li> <li>Maintain a strong link between the sales department and end customers to ensure seamless communication.</li> <li>Provide immediate reports for any critical quality complaint cases.</li> <li>Deliver awareness sessions to customers about complaint management and product quality handling.</li> </ul> Market Inspections <ul> <li>Conduct regular market and store checks as per the approved monthly plan.</li> <li>Inspect poultry products for freshness, color, texture, and odor, ensuring no signs of spoilage.</li> <li>Review product labeling for accuracy (name, weight, and expiration date).</li> </ul> Documentation & Reporting <ul> <li>Record market inspection results accurately on paper or electronic devices.</li> <li>Note and photograph any non-conforming products in accordance with procedure.</li> <li>Compile reports summarizing market findings, issues identified, and recommendations for improvement.</li> </ul> Operating Environment Primarily office-based, with regular field visits to markets, warehouses, and customer locations. Exposure to varying environmental conditions such as cold storage, humidity, and market surroundings may occur. Communication & Working Relationships Internal: <ul> <li>QA Logistics and Market Manager</li> <li>QC Manager</li> <li>QA Manager</li> <li>Employees under responsibility</li> </ul> External: <ul> <li>Customers, retailers, and store managers during market visits</li> </ul> Decision Making Authorized to make day-to-day operational decisions specific to the role. Provides inspection findings and recommendations for corrective actions to QA/QC leadership. Education: High School Diploma or equivalent. Experience: Minimum 2 years of experience in quality control within the food industry. Skills: <ul> <li>Strong communication and organizational skills.</li> <li>Attention to detail and accuracy in inspections and documentation.</li> <li>Ability to work in a fast-paced, field-oriented environment.</li> <li>Good reporting and customer-handling abilities.</li> </ul>

Quality Inspector

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