Complaints Manager Job Description

April 13, 20120 Comments

Complaints Manager Job Description and Profile

Complaints manager of a organization ensures that clients are satisfied with the services offered by the organization and minimizes the number of complaints. He will have to directly interact with clients as well as provide troubleshooting solutions. A complaints manager is also an important bridge between clients and the organization. He is also called relations manager since he plays a major role in maintaining client relationships.

Complaints Manager Duties and Responsibilities

  • Going through the list of complaints from clients
  • Understanding the reasons and factors behind complaints and work towards solving clients’ problems
  • Monitoring complaints and working towards reducing their numbers
  • Meeting with product development teams and relaying client complaints related to the product
  • Meeting with client service and support executives in order to provide solutions for complaints regarding inefficient client service
  • Supervising client support teams
  • Organizing workshops and training programs to improve the efficiency of client service
  • Meeting with clients and handling their complaints directly
  • Keeping an inventory of client complaints in order to review them and improve the standards of the organization

Complaints Manager Education, Training and Qualifications

A complaints manager should have a minimum bachelor’s degree. In this job, practical experience is very important. Having worked as a client service executive for 5 to 8 years is necessary in order to get the job. Further, the job requires strong skills such as excellent client service ethics and troubleshooting. Excellent communication skills are the prerequisite for the job.

Complaints Manager Degrees, Courses & Certification

Although any bachelor’s degree helps, the most preferred degrees are those in business administration and management. Master’s in Business Administration and Management is the best preferred degree. Internship program in client service is a useful course to attend. The degree should be obtained from an accredited and certified institute.

Complaints Manager Skills and Specifications

  • Excellent communication skills
  • Good writing skills
  • Excellent troubleshooting abilities
  • Should be a quick thinker and be able to think of solutions to client problems instantly. This is a very useful skill in a lot of practical cases
  • Should be quick and alert to client demands and complaints
  • Should be creative in finding solutions for client complaints
  • Should be organized and meticulous in work
  • Ability to maintain excellent client relations
  • Ability to work under stress since the job can frequently tend to be very stressful
  • Should have a genuine concern for client complaints and work with dedication towards finding solutions
  • Should be highly result oriented

Complaints Manager‘s Salary/Wage

The average annual salary of a complaints manager ranges between $60,000 and $120,000 depending on the organization and experience.

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