Complaints Manager Lead

1 week ago


Cape Town, Western Cape, South Africa Lead Generation Group Full time
Job Title: Escalations Manager

Lead Generation Group is seeking a skilled professional to manage and resolve escalated client complaints and issues.

Key Responsibilities:

  • Manage and resolve escalated client complaints and issues, ensuring high customer satisfaction.
  • Act as primary point of contact for escalations from both UK and USA clients.
  • Utilize expert de-escalation techniques to handle challenging situations effectively.
  • Adhere to company policies while addressing client concerns.
  • Provide feedback, coaching, and advice on best practices for complaint prevention and resolution.
  • Develop strategies to reduce escalation frequency and enhance client experience.
  • Maintain accurate records of all escalations and resolutions.
  • Collaborate with other departments to identify root causes of complaints and improve processes.
  • Prepare regular reports on escalation trends and outcomes.


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