Resolutions Management Specialist

3 weeks ago

Mississauga, Canada World Vision Canada Full time

Are you looking for more than a job? At World Vision Canada we offer challenging careers that change the lives of children all over the world and it will change yours too. Come and be part of a team of 400 Canadians with a vision for the world: Life in all its fullness for every child.
You will experience Christian faith in action helping to make real and lasting change in the lives of the world’s most vulnerable children. Join the World Vision Canada team and be part of a powerful and effective force for good:
For Children. For Change. For Life.
**Position**: Resolutions Management Specialist
**Reports to**: Manager, Supporter Care
**Position Term**: Full Time Permanent
**Primary Location**: Mississauga, Ontario, Canada
**Workplace Type**: Hybrid
**Job Purpose**:
The Complaint Management Specialist is responsible for the end-to-end management of complaints across World Vision Canada, ensuring efficient and effective resolution. This role involves implementing a robust complaint resolution process, monitoring and analyzing data trends, selecting appropriate technology to support the process, conducting root cause analysis, and working with various business units to resolve underlying issues. The Complaint Management Specialist will also be responsible for closing the feedback loop with the customer to ensure satisfaction and continuous improvement.

**Responsibilities**:
Complaint Management (65%)
- Collaborate with relevant stakeholders to develop and implement a comprehensive complaint resolution process.
- Identify and select and maintain appropriate technology solutions to support the complaint management process.
- Collaborate with relevant business units to facilitate a root cause analysis and brainstorming workshop to resolve underlying causes of complaints.
- Plan with stakeholders and hold business units accountable for implementation of short
- and long-term resolutions
- Ensure timely and effective resolution of complaints, maintaining a high level of customer satisfaction.
- Close the feedback loop with customers, providing updates and ensuring their concerns are addressed.

Data Insights and Analysis (20%)
- Monitor and analyze complaint data from all sources to identify trends and areas for improvement.
- Prepare and present regular reports on complaint management activities and outcomes.
- Work with cross-functional teams to gather insights and data for continuous improvement of the complaints management process.

Training & Collaboration (10%)
- Provide training and support to staff on the complaint resolution process and technology.
- Act as the primary liaison between internal business units, internal Digital and Information Technology teams, and external support suppliers to troubleshoot and resolve issues related to the complaints management technology and processes.

Other Duties and Collaboration (5%)
- Stay up to date with industry best practices and regulatory requirements related to complaint management.
- Perform other duties as required.

Key Cross-Functional Interfaces
- External Suppliers: Liaise with external suppliers to implement enhancements and troubleshoot issues.
- Enterprise Technology and Transformation: Coordinate with ETT to resolve technical issues quickly and efficiently; escalate system issues and bugs; explore opportunities for system efficiencies.
- Process Excellence and Continuous Improvement: Collaborate to improve process efficiency and effectiveness.
- Other Business Units: Work collaboratively with other business units to identify and resolve customer complaints.

**Qualifications**:

- Bachelor’s degree in business administration, customer service, or a related field. Relevant certifications are a plus.
- Minimum of 5 years of experience in customer service, complaint management, or a related role.
- Proven experience in developing and implementing complaint resolution processes.
- Strong analytical and problem-solving skills, with the ability to conduct thorough root cause analysis.
- Able to work independently and manage multiple ongoing cases simultaneously.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
- Proficiency in using complaint management software and other relevant technology.
- Ability to handle sensitive and confidential information with discretion.
- Strong organizational skills and attention to detail.
- Commitment to the mission and values of World Vision Canada.

Why Consider Us?
- World Vision Canada has consistently been awarded Canada and GTA top employer awards.
- We are Canada’s largest development, relief, and advocacy non-profit organization.
- We embody an Agile mindset here.
- We offer competitive pay and benefits. Our comprehensive health benefits start at day 1 which includes a Health Spending Account.
- We match pension contributions up to 6% and provide a top-up for pregnancy & parental leaves.
- We offer extra time off for restoration by cl

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