Dispute Resolution Lead
Core
Manage day-to-day operations of the Investigations team, focusing on complaints management, customer service, and dispute resolution.
Role type
Senior team lead / operations manager
Builds
Efficient and effective dispute resolution services and complaint management processes
Domain
Customer service / Investigations
Deliverable
client delivery
Required skills
Team operations management, complex case management, coaching and training, process improvement, reporting and data analysis, recruitment support
Responsibilities
Oversee team operations and resource allocation, act as first point of escalation for complex complaints, provide case data for reporting, support team recruitment and development, identify systemic issues to improve processes, develop training and coaching strategies
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