PURPOSE OF THE JOB 

This role is responsible for overseeing and managing customer complaints and queries across multiple channels (received in the call centre or central office via phone, chat, social media & legal), ensuring that issues are routed and managed correctly, and enabling effective tracking, recording, and measurement of performance across various business areas.

KEY RESPONSIBILITIES 

Complaint & Query Management

Operational Support & Collaboration

Performance Tracking & Reporting

Process Improvement & Insights

Store and call centre visits

Assist in supporting the management functions of contact center operations