Complaints Manager

Overview

The Complaints Manager will implement and continuously improve the company’s complaint management process and coordinate complaint handling end-to-end.

What you'll do

• Implement and continuously improve the complaint management process.
• Act as the central coordination point for client, vendor, and external stakeholder complaints.
• Ensure complaints are recorded, acknowledged, investigated, assigned, resolved within timelines, and closed with documentation.
• Monitor complaints via the company webpage and other approved channels and ensure timely registration/acknowledgement.
• Categorize, prioritize, and assign complaints to internal owners.
• Analyze complaint trends and drive corrective and preventive actions to reduce recurring issues.
• Prepare regular complaint reports, dashboards, and management insights.

What you'll need

• 8+ years of complaints handling and execution experience.
• Understand the organization’s complaint-handling policy and process.
• Communicate clearly and professionally with complainants.
• Collect information, maintain records, and prepare complaint reports.
• Handle complaints objectively, protect sensitive information, and avoid conflicts of interest.

Details

• Location: Gurugram, Haryana.