complaint manager

Dubai Holding

<div>
 
 
 About Dubai Holding Real Estate:
 
 
 
 
 
 
 Dubai Holding&rsquo;s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai&rsquo;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
 
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 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>
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 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 &amp; Skills
 
 
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 <ul>
 <li>
 UAE National with a Family Book, as per government requirements
 </li>
 <li>
 Bachelor&rsquo;s degree in Business, Customer Service, or a related field; Master&rsquo;s degree preferred.
 </li>
 <li>
 Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification/ Certified Customer Service Professional (CCSP) - preferred.
 </li>
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 Minimum 4-6 years of experience in customer complaint management or commercial customer service, ideally in a managerial capacity.
 </li>
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 Proficient in Microsoft Office Suite and CRM systems, including complaint tracking software.
 </li>
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 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.
 
</div>

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

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.

Dar Exchange LLC

Handle customer complaint management and resolution procedure effectively.
<ul>
<li>Maintain a thorough understanding of UAE consumer protection regulations related to money exchange services.</li>
<li>Monitor all the channels for complaint reporting and escalation (by email, Phone Numbers, Websites, and Social Media; and escalation at the branch level).</li>
<li>Effective respond and resolution within the turnaround time (TAT).</li>
<li>Address the confidentiality of Consumer Complaint information.</li>
<li>Maintain records and customer complaint log.</li>
<li>Maintain high level of professionalism when dealing with the customers and liaising with the internal and external parties.</li>
<li>Monitor and report unresolved complaint with 5 days after the end of every month to the Senior Management.</li>
<li>Timely and accurate regulatory reporting.</li>
<li>Design, liaise, and implement Consumer Education and Awareness Program Initiatives/Activities Plan for the entire year.</li>
<li>Timely and accurate internal reporting to the Manager-in-Charge</li>
<li>Reporting of the progress of the complaints and on noticeable trends to the Senior Management.</li>
<li>Provide annual customer service and consumer protection training to retail employees and staff.</li>
<li>Follow the proper record retention and documentation policy.</li>
</ul>

Customer Support Officer

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

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

Birla Opus

<div>
 S. No Goal Key Result Area Actions / Deployment
 
 
 1 Business Growth &amp; Sales Manage the Services Portfolio to create value for the Business Develop the Business with respect to Booked Number of Sites &amp; Value from leads and improve Customer Referral Contribution
 
 
 Create and drive awareness of the various services on ground by BTL activations to drive business.
 
 
 Analyse Average Site Value , Average Paintable Area, Interior / Exterior Site Ratio to create action plans for improvement
 
 
 Liaison with the ASM for sales level initiatives. Ensure local lead generation - 35%
 
 
 2 Service Delivery Create exceptional Consumer Experience - end to end painting service
 
 
 Painter experience Site Evaluation Audit of prepainting &amp; WIP sites - 30% of booked sites. Regular Site Audit reporting shall be shared with action plan thereon for team to take it forward and report shared by 5th every month.
 
 
 Track, monitor and enhance the NPS Scores for the geography by creating awareness across all stakeholders.
 
 
 Ensure SOPs &amp; policies are adhered by the team across the unit &amp; sites
 
 
 Own the end-to-end responsibility of driving the painting services portfolio in the unit. WIP sites audits - 20 no per month per CSO for single unit
 
 
 3 Complaint Management Manage the Complaints team to ensure customer complaints are investigated and addressed timely. Assist HO &amp; helpline to collate the observations regularly Daily tracking of all complaints and ensure resolution within defined SLAs
 
 
 Visit the complaint site - Monthly consolidated analysis of Complaints, Action taken report and reporting to ASM
 
 
 3 Asset Management Tools, Implements &amp; Paint Material Management Maintain an inventory of all assets - Tools, Implements , Painting Material
 
 
 Cleaning Kit /Plastic rolls : Ensure the Cleaning Solution, Plastic films, are used on all sites
 
 
 Safety Gears: Ensure that safety gears purchased by unit are used on all exterior sites and be part of audit &amp; decide re-order level.
 
 
 Sanders, Rollers &amp; VC: Ensure all Equipments are regularly in workable condition, monthly reporting of condition
 
 
 Mosituremeter, Distance meters: Checking regularly usage as per norms and reporting for deviations
 
 
 To ensure Paint Material delivery as per norms at Customer Sites
 
 
 4 Training Development of Painters &amp; TEAM Training monitoring for painters/team etc - monthly Database updating and to update Modules wherever relevant, evolve the Training Tracker making it more updated and incorporating audit findings to review training status by 5th every month
 
 
 Imeplement newer modules whenever shared by Training team
 
 
 4 Liaision with Service Provider Painter Cells &amp; Dealer Management Recruitment &amp; enrollment of the Painter Cells as per demand
 
 
 Induction training and evaluation of the Painter Cells
 
 
 Performance Review on monthly/ quarterly basis of each Painter Cells
 
 
 5 Team Management Recruitment, Training &amp; Reporting Recruitment of Team &amp; alignment with the Services roadmap to ensure adherence to business plans
 
 
 Manage and grow the talent within the team by driving people management initiatives along with performance review on monthly/quarterly basis
 
 
 All training agenda needs to be administered to the unit in time and the effectiveness/ implementation, tracked and reported
</div>

Territory Manager - Painting Services (Vellore)

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

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Territory Manager - Painting Services (Vellore)