Beschreibung

Do you remain solution-oriented even in demanding situations and make well-founded decisions with tact? Would you like to not only process customer feedback but use it as an opportunity to sustainably improve processes and drive change? And above all: do you enjoy leading teams, collaborating across departments, and offering our customers exceptional service even in critical moments?Our dynamic and modern service center in Biel is looking for a dedicated leader asHead of Customer Complaints (100%)As Head of Customer Complaints, you will take on a central role in shaping an outstanding customer experience. You will continue to lead the department, ensure professional and solution-oriented processing of critical customer concerns, and drive sustainable improvements along the entire customer journey. In close cooperation with various company divisions, you will actively contribute to optimizing processes, strengthening the trust of our customers, and sustainably securing the company's reputation. This position offers you the opportunity to have a real impact, actively shape change, and significantly influence a customer-oriented culture.MissionLeadership & Team Excellence- Leadership, coaching, and further development of a team of 15–20 employees in the areas of Complaints and Social Media- Building a high-performing, solution-oriented, and customer-focused team culture- Promoting personal responsibility, empowerment, and a Customer First mentality- Ensuring the highest quality standards and professional complaint management- Responsibility for critical escalations and processing of particularly sensitive and high-priority cases (CEO, Ombudscom, etc.)- Supporting the team as well as making well-founded goodwill decisions- Professional stakeholder management in demanding situations with high visibilityContinuous Improvement- Analysis of recurring customer problems and identification of root causes- Initiation and implementation of sustainable improvement measures together with other departments- Transformation of customer feedback into concrete optimizations along the entire customer journey- Building a strong feedback loop between customers and the businessSuccess Metrics- Speed and quality of case processing (First Touch within 4 hours / End-to-End Resolution within 24 hours)- Customer satisfaction and NPS after case closure- Productivity and efficiency of the team- Sustainable reduction of complaints and recurring cases- Control and optimization of goodwill costsExperience- Several years of experience in the field of complaints management or complex customer service- Leadership experience in a dynamic, performance-oriented environment- Confident handling of sensitive topics and communication at management levelCore skills- Strong leadership and coaching skills- Distinct solution orientation and decision-making strength- Ability to quickly identify challenges and implement solutions- Excellent stakeholder management and strong resilience- Ownership mentality and entrepreneurial thinkingLanguage skills- German and English fluent. French and/or Italian are a plusWe offer- Modern and dynamic working environment- Competitive compensation and bonus- Strong social benefits as well as flexible and advantageous pension provision- Free mobile subscription valid throughout Europe- Exclusive offers and discounts on our products and servicesWork locationBiel/BienneApplicationPlease apply online with complete documents (CV, references, and certificates). A criminal record extract without entries as well as a debt collection register extract from the debt collection office will be required upon employment.Apply directly online! jid86eccdbaen jit0624aen jpiy26aen