
Senior Customer Advocacy Manager
3 days ago
At Wise, we're passionate about delivering exceptional customer experiences. As a Senior Customer Advocacy Manager, you'll play a critical role in shaping our customer-centric approach.
About the Role
This is an exciting opportunity to lead our complaints management team and drive operational excellence. You'll be responsible for executing a robust complaints strategy, aligning with regulatory standards and supporting our commitment to transparency and customer satisfaction.
Main Responsibilities
- Lead a dedicated team of Complaints Officers, providing guidance, coaching, and support to ensure efficient complaint handling.
- Analyse complaints data to identify trends and root causes, driving targeted process improvements and service enhancements.
- Develop strategies to mitigate risks associated with complaints, ensuring adherence to regulatory requirements.
- Serve as a key point of contact for regulatory inquiries and audits, demonstrating Wise's commitment to compliance and operational excellence.
Requirements
- Minimum 1 year of experience in handling complaints.
- At least 2 years of experience in leadership or supervisory roles.
- In-depth knowledge of complaints processes, standards, and best practices.
- Strong analytical and problem-solving abilities.
What We Offer
We believe in fostering an inclusive and diverse work environment, where everyone feels valued and empowered to contribute. As a Senior Customer Advocacy Manager, you'll have opportunities for professional growth and development, including:
- Ongoing coaching and mentoring to support individual growth and development.
- Access to training and resources to stay up-to-date with regulatory and compliance-related matters.
- A collaborative and dynamic work environment.
- A competitive compensation package.
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