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Customer Service Manager
2 months ago
Davidson is seeking a highly skilled and experienced Customer Service Manager to lead our Complaints and Hardship Resolution team. As a key member of our organization, you will be responsible for overseeing the escalated customer complaints from various stakeholders, ensuring regulatory compliance and timely resolution.
Key Responsibilities- Complaints Management: Manage and resolve escalated customer complaints in a fair and timely manner, ensuring regulatory compliance and customer satisfaction.
- Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders, including government departments and regulatory bodies.
- Team Leadership: Lead and motivate a high-performing team to deliver excellent customer service and maintain policies and procedures for complaints management.
- Process Improvement: Analyze complaint data to identify areas for process enhancement and implement changes to improve customer satisfaction and reduce complaints.
- Leadership Experience: Proven track record as a leader in customer-focused teams, with experience in managing complaints or customer resolution processes.
- Communication Skills: Excellent communication, problem-solving, and conflict resolution skills, with the ability to effectively communicate with customers, stakeholders, and team members.
- Technical Skills: Proficiency in Microsoft Office and customer management tools, with experience in managing complaints or customer resolution processes.
- Industry Knowledge: Experience in customer-focused utilities or commercial enterprises, with knowledge of regulatory requirements and industry best practices.
Davidson offers a dynamic and supportive work environment, with opportunities for professional growth and development. We are committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
