Beschreibung
Do you remain solution-oriented even in challenging situations and make well-founded decisions with tact?
Do you want to not only handle customer feedback but use it as an opportunity to sustainably improve processes and drive change?
And above all: Do you know how to inspire teams, foster cross-departmental collaboration, and provide our customers with exceptional service even in critical moments?
Our dynamic and modern service centre in Biel is looking for a committed leader as
Head of Customer Complaints and Escalations (100%)
As Head of Customer Complaints & Escalations, you will play a central role in shaping an outstanding customer experience. You will strategically lead the area, ensure professional and solution-oriented handling of critical customer concerns, and drive sustainable improvements along the entire customer journey.
In close collaboration with various company departments, you will actively contribute to optimising processes, strengthening our customers’ trust, and sustainably securing the company’s reputation. This position offers you the opportunity to make a real impact, actively shape change, and significantly influence a customer-focused culture.
Your mission
Leadership & Team Excellence
- Leading, coaching, and developing a team of 15–20 employees in the areas of escalations, 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
- Managing and handling particularly sensitive and high-priority cases (CEO, Board of Directors, Ombudscom, and Executive escalations)
- Supporting the team in complex situations and making well-founded goodwill decisions
- Professional stakeholder management in demanding situations with high visibility
Continuous improvement
- Analysing recurring customer issues and identifying root causes
- Initiating and implementing sustainable improvement measures together with internal stakeholders
- Transforming customer feedback into concrete optimisations along the entire customer journey
- Building a strong feedback loop between customers and the business
Success metrics
- Speed and quality of case handling
(First touch within 4 hours / end-to-end resolution within 24 hours) - Customer satisfaction and NPS after case closure
- Team productivity and efficiency
- Sustainable reduction of complaints and repeat cases
- Control and optimisation of goodwill costs
Experience
- Several years of experience in customer complaints, escalations, or complex customer operations
- Proven leadership experience in a dynamic and performance-oriented environment
- Confident handling of sensitive situations and escalations at management level
Core skills
- Strong leadership and coaching skills
- Pronounced solution orientation and decisiveness
- Ability to quickly identify operational challenges and develop pragmatic as well as innovative solutions
- Excellent stakeholder management and strong communication skills
- High resilience, ownership mentality, and entrepreneurial thinking
Language skills
Fluent in German and English. French and/or Italian are a plus
We offer
A modern and dynamic working environment
Attractive remuneration 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 services
Work location
Biel/Bienne
Application
Please apply online with complete documents (CV, cover letter, and certificates). A criminal record extract without entries and a debt enforcement office certificate will be required upon employment.
Apply directly online!