Complaints & Communications Manager

The Complaints & Communications Manager at Hemiko oversees complaint handling processes and maintains compliance with relevant policies and regulations. This role involves managing customer communications, developing templates, and ensuring clarity, consistency, and professionalism in all outbound messages. The manager supports Customer Service Agents in resolving complaints early and escalates complex issues while analysing trends for continuous improvement. They will work closely with internal teams to address systemic issues, prevent recurrent complaints, and recommend process enhancements. The role requires excellent communication skills, organisational ability, and an analytical mindset to optimise customer experience and ensure regulatory compliance. It is suited to organised, proactive individuals with experience in customer service or complaints handling environments.