Complaints Management Director

3 weeks ago


Brynmawr, Blaenau Gwent, United Kingdom Bryn Mawr College Full time
Job Summary

The Director of Complaints Management is responsible for overseeing the administration of the scholarship program, ensuring high-quality customer service, and managing multiple projects and deadlines simultaneously.

Key Responsibilities
  • Lead onboarding and ongoing training for program staff to ensure they have the necessary skills and knowledge to assist families.
  • Creatively mentor and incentivize a productive Program team, fostering innovation, collaboration, and high performance.
  • Develop and implement strategic customer service initiatives, metrics, and plans to provide high-quality customer service.
  • Maintain a key focus on high-quality customer service for CSFP families.
  • Handle escalated customer correspondence, complaints, and inquiries.
  • Ensure high-quality service to all internal and external stakeholders.
  • Model high levels of motivation, performance, dedication, and commitment.
Requirements
  • Minimum of 3 years of experience in a fast-paced customer care related role, preferably in a non-profit or youth-focused organization.
  • Strong analytical, process management, and communication skills.
  • Ability to prioritize work on multiple projects concurrently.
Benefits and Compensation

CSFP offers competitive compensation packages that are commensurate with an individual's experience and education. This is a full-time exempt position, generally 9 a.m. to 5 p.m. and may include evening and weekend work. CSFP's competitive compensation and benefits package includes:

  • 100% employer-paid health, dental, and vision coverage.
  • Employer paid life insurance.
  • A generous paid annual leave policy.
  • Early dismissal on Fridays during the summer.
  • Scholarship for up to three children enrolled in K-8 CSFP partner school.


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