Complaints & Communications Manager

Hemiko seeks a Complaints and Communications Manager to oversee complaint handling, ensure compliance with policies and regulations, and develop customer communication standards. The individual will collaborate with Customer Service Agents to manage escalated complaints and prevent recurrences, analysing trends to identify systemic issues. Responsibilities include maintaining complaint oversight, producing reports, and owning communication templates, ensuring clarity and consistency in customer interactions. Strong organisational skills, proactive problem-solving, and excellent communication abilities are essential for success in this role. Technical expertise in complaint management processes, reporting, and process improvement methods is desirable. The role involves working closely with various teams to support operational effectiveness and customer satisfaction.