Leitung Stabsstelle Anfragen- und Beschwerdemanagement (w/m /d) Bereich Qualitätssicherung
Core
Leading a 10-person team to manage member inquiries and complaints, ensuring high-quality, timely processing and driving quality improvement measures.
Role type
Senior management lead for inquiries and complaints management
Builds
A new, future-oriented department structure with clear roles and performance-driven processes
Domain
Healthcare administration / Public service
Required skills
Team leadership, service management, complaint handling, communication process steering, quality assurance, CRM implementation, digital transformation, organizational setup, change management, strategic planning, KPI management
Preferred skills
Experience in healthcare or public law corporations, digital affinity, cross-functional project work
Technologies
CRM systems
Responsibilities
Lead and develop a 10-person team, oversee the full inquiry and complaint lifecycle, implement a CRM system, rebuild the department structure, translate strategy into departmental goals, manage cross-functional projects, act as a central interface to other departments and support levels
Seniority
Senior, hands-on IC