Responsible for providing support and expertise for handling complex customer grievances and disputes.
Lead a team of specialists dedicated to addressing customer grievances promptly, courteously, and in alignment with company policies and procedures.
Collaborate with other cross-functional departments to investigate and ensure that grievance resolutions align with customer requirement, organizational feasibility and industry regulations.
Responsible for safeguarding the company's interests, mitigating legal risks, and upholding compliance standards in grievance resolution processes
Key Accountabilities
Functional Activities
Provide leadership, direction, and support to the grievance handling team. Set clear goals and performance expectations for team members.
Review escalated cases and provide guidance on appropriate resolution strategies.
Conduct thorough investigations into complex or high-profile grievances, collaborating with relevant departments as needed.
Ensure that all customer interactions are handled with professionalism, empathy, and a focus on problem resolution.
Maintain accurate records of customer grievances, tracking key metrics such as resolution times, satisfaction scores, and recurrence rates.
Analyze data to identify trends, root causes, and areas for improvement.
Prepare reports and presentations for management, highlighting insights and recommendations for enhancing the customer experience.
Conduct risk assessments of customer grievances and recommend appropriate risk mitigation strategies.
Monitor the quality and consistency of grievance resolution efforts, conducting regular reviews and audits.
Provide coaching and training to team members to enhance their skills and capabilities.
Develop and implement quality assurance measures to ensure compliance with regulatory requirements and company standards.
Serve as a customer advocate within the organization, ensuring that customer concerns are taken seriously and addressed with urgency and empathy.
Proficiency in CRM systems and complaint management software.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills Required for the role
Strong Interpersonal skills
Communication Skills
Attention to Detail
Organization Skills
Stakeholder Management
Strong Problem-Solving Skills
Key Performance Indicators
Number of Complaints
Complaints Resolved/Complaints received
CSAT (Customer Satisfaction Scores)
Complaint Resolution TAT
Response Quality and Repeat Count
Key Interfaces
Internal Interfaces
Lead - Grievance Management
Collaborate to provide support and expertise in grievance resolution matters
Legal Team
Collaborate with the legal department to seek advice, share insights, and align grievance resolution processes with legal requirements and regulations
Across Functions
Interface with various cross-functional teams, such as Operations, Airports, Infights, Legal and Public Relations, to address grievances that involve legal aspects and require input or action from multiple departments
Educational and Experience Requirements
Minimum Education requirements
Bachelor's degree in Travel/Hospitality, Communication or related field preferred
Experience
Minimum
Desired
Proven experience in customer service, complaint resolution, or a related field, with at least 8 years in a leadership or supervisory role.
10+years of experience in customer service, complaint resolution in supervisory role
Sound knowledge of aviation regulations, policies, GDS System
Familiarity with data protection and privacy laws is an advantage