Complaints & Communications Manager

The Complaints & Communications Manager at Hemiko oversees complaint handling processes to ensure compliance with policies and regulations. They maintain oversight of all complaints, supporting resolution and investigation efforts while monitoring response quality and timeliness. The role includes analysing complaint trends to identify systemic issues and opportunities for service improvement, working closely with internal teams to prevent recurring problems. They are responsible for developing and maintaining communication templates and ensuring all customer correspondence is clear, consistent, and professional. The manager also provides operational support to the customer service team, handling complex queries and guiding communication strategies. Effective collaboration and communication skills, along with strong organisational and analytical capabilities, are essential for success in this position.