Expert (f/m/d) for Complaint Management

Are you looking for an interesting area of responsibility in a modern service company? The Kassenarzt Vereinigung Nordrhein with its 24,000 members ensures the outpatient medical and psychotherapeutic care of 9.5 million people in North Rhine-Westphalia. For our service team we are looking for you as

at the location Cologne

General responsibility for complaint management of KV Nordrhein Design, implement and develop a complaint management system for the KV North Rhine and integrate into existing systems such as CRM, dialogue automation, etc. Developing a regulatory framework for creating, providing and updating internal rules on complaint processing (including format, responsibilities and service levels) Ensure the transparency of all processes through the continuous monitoring of complaints across all touchpoints and departments provide reports and presentations at management and board level Analyzing the complaint management system and deriving potential for improvement (KVP) Conducting workshops and training of employees to use the system

Completed studies or completed training in a subject area relevant to the position and professional experience in the customer service environment Multiannual professional experience in the integration and operation of complaint management systems conflict management: You also keep a cool head in the escalation case Ability to work in detail and at the same time overlook the overall system (change of perspective) Expressed analytical skills to evaluate and improve processes that cause complaints Handling large data volume (CRM / DWH) and address-oriented processing Use of MS Office (especially: Excel, Access, PowerPoint / optional: PowerBI) Communication strength, presentation security and experience in the presentation of workshops Ability to work in interdisciplinary teams and implement projects targeted

Central role in the development of a modern CRM based complaint management system Innovative and dynamic work environment that provides space for creativity and own ideas Extensive continuing and continuing training in the field of AI, complaint management and CRM Chance to actively participate in the design of the future service and complaint processes of the KV North Rhine Adequate payment according to the collective agreement of the countries (TV-L) incl. one year special payment Individual training opportunities Flexible working hours incl. Overtime compensation 30 days of year Support in the reconciliation of work and family, e.g. B. through our children's daycare facility Mobile work (up to 40% Home Office) Attractive social benefits such as B. Employee-funded additional pension Operational health promotion and service wheel leasing incl. Employer subsidy JOBV1_EN