Career Development

What Does a Complaint Manager Do?

Find out what a complaint manager does, how to get this job, and what it takes to succeed as a complaint manager.

Complaint managers are responsible for handling complaints from customers, clients, or other stakeholders. They commonly work with a company’s customer service department to resolve issues and concerns in an efficient and timely manner.

Complaint managers may also be tasked with analyzing data related to complaints to identify trends or areas of improvement. This information can then be used to inform future strategies or initiatives designed to improve the overall customer experience.

Complaint Manager Job Duties

A complaint manager typically has a wide range of responsibilities, which can include:

  • Working with sales staff to follow up on leads generated from marketing campaigns
  • Meeting with clients to discuss complaints and offer solutions to any problems they may be experiencing with their current service providers
  • Preparing reports summarizing complaint data for management review
  • Documenting all activities related to each complaint for easy reference in future conversations with the customer
  • Taking detailed notes during conversations with clients to ensure all important details are included in the case file
  • Working with legal staff to investigate allegations of illegal activity or misconduct by company employees
  • Coordinating with other departments such as human resources, accounting, and operations to ensure that a complaint is resolved satisfactorily
  • Following up with customers to ensure that they are satisfied with the resolution of their complaint
  • Resolving customer complaints quickly and efficiently with great attention to detail

Complaint Manager Salary & Outlook

The salary of a complaint manager can vary depending on their level of education, years of experience, and the size and industry of the company. They may also earn additional compensation in the form of bonuses.

  • Median Annual Salary: $72,500 ($34.86/hour)
  • Top 10% Annual Salary: $122,000 ($58.65/hour)

The employment of complaint managers is expected to decline over the next decade.

As more companies and organizations automate their customer service processes, fewer complaint managers will be needed. Organizations are increasingly using technology to streamline the process of handling complaints. In addition, many organizations have implemented social media policies that allow customers to contact them through online platforms such as Facebook and Twitter.

Related: Complaint Manager Interview Questions and Answers

Complaint Manager Job Requirements

The following are some of the qualifications that are often looked for in candidates for a complaint manager position:

Education: Entry-level complaint managers are expected to have a minimum of a high school diploma or equivalent. Some employers prefer candidates who have a bachelor’s degree in business, communications or another related field. Relevant coursework includes business law, marketing, human resources, statistics and psychology.

Training & Experience: Complaint managers typically receive on-the-job training. This training may include shadowing a current complaint manager or learning from a supervisor. Training may last for a few weeks or a few months, depending on the company.

Certifications & Licenses: Certifications allow you to prove your skills and qualifications to current and potential employers. Complaint managers can earn certifications to gain more theoretical knowledge of their responsibilities and further their career advancement opportunities.

Complaint Manager Skills

Complaint managers need the following skills in order to be successful:

Active listening: Active listening is the ability to hear what someone is saying and understand their message. Complaint managers often need to listen to their team members’ concerns and address them. Active listening can help you understand the issue and find a solution. It can also help you build trust with your team members.

Problem-solving: Problem-solving skills allow you to identify the source of an issue and develop a plan of action to resolve it. As a complaint manager, you may be responsible for investigating customer complaints and finding solutions to their problems. Complaint managers may also be responsible for training customer service representatives on how to handle customer complaints. This can involve identifying the best way to resolve the issue and providing the representative with the tools they need to do so.

Empathy: Empathy is the ability to understand another person’s perspective and feelings. As a complaint manager, you may be responsible for resolving customer concerns. Empathy can help you communicate with customers in a way that makes them feel heard and understood. You can also use empathy to help your team members feel supported and cared for.

Communication: Communication is the act of transferring information from one person to another. As a complaint manager, you may be responsible for communicating with customers, other departments and the company’s leadership. Effective communication can help you to convey information clearly and answer questions. It can also help you to build relationships with others and foster trust.

Leadership: Complaint managers often work with teams of other employees, so leadership skills can be an asset in this role. You may be responsible for delegating tasks, assigning projects and managing employee performance. Leadership skills can help you motivate your team and encourage them to work together to find solutions to customer complaints.

Complaint Manager Work Environment

The work environment for complaint managers is usually in an office setting, although they may travel to meet with clients or attend conferences. They typically work a regular 40-hour week, although they may occasionally have to work overtime to meet deadlines. The job can be stressful at times, as complaint managers must deal with difficult customer complaints and work to resolve them in a timely and efficient manner. However, complaint managers also find the job to be rewarding, as they are able to help customers resolve their issues and improve the quality of the products or services they receive.

Complaint Manager Trends

Here are three trends influencing how complaint managers work. Complaint managers will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Growth of the Digital Economy

The digital economy is growing at a rapid pace, and businesses are increasingly relying on technology to run their operations. This means that complaint managers will need to be familiar with digital platforms and how to manage complaints through them.

Complaint managers can use this trend to their advantage by developing skills in customer service and social media management. By doing so, they will be able to better handle customer complaints and provide a positive experience for those who are using digital channels to reach out to companies.

More Focus on Customer Experience

As businesses focus more on customer experience, complaint managers will need to develop new skills to handle these interactions.

Complaint managers will need to be able to understand what customers are saying and why they are dissatisfied. They will also need to be able to communicate effectively with customers in order to resolve issues quickly. In addition, complaint managers will need to be able to track customer feedback and make changes based on what customers are saying.

Greater Use of Technology

Technology is becoming an increasingly important part of the complaint management process.

Complaint managers can utilize technology to streamline their workflows and improve communication with other departments. They can also use technology to gather data about customer satisfaction and use it to make decisions about product development and marketing.

How to Become a Complaint Manager

A complaint manager career can be a great way to start your career in customer service. As a complaint manager, you’ll be responsible for handling customer complaints and ensuring that they are resolved quickly and effectively. This is a great opportunity to learn about different industries and how to handle difficult situations.

To become a complaint manager, you’ll need to have strong communication skills and be able to deal with difficult customers. You should also be able to work under pressure and meet deadlines.

Advancement Prospects

Complaint managers typically advance in their careers by taking on more responsibility within their organization. As they gain experience, they may be promoted to positions with more authority, such as customer service manager or director of customer relations. In some cases, complaint managers may also start their own businesses, offering consulting services to other companies.

Complaint Manager Job Description Example

At [CompanyX], we always aim to provide the best possible experience for our customers. In order to ensure that we are living up to this goal, we are looking for a Complaint Manager to join our team. The Complaint Manager will be responsible for handling customer complaints and working to resolve them in a timely and satisfactory manner. He or she will also be responsible for investigating the root cause of complaints and taking steps to prevent them from happening in the future. The ideal candidate will have excellent customer service skills, as well as the ability to stay calm and collected in difficult situations.

Duties & Responsibilities

  • Handle customer complaints in a professional and efficient manner
  • Investigate the root cause of customer complaints and work with relevant departments to resolve them
  • Maintain up-to-date knowledge of company products, services, and policies
  • Respond to customer inquiries in a timely and accurate manner
  • Keep detailed records of customer interactions and complaints
  • Escalate serious complaints to senior management as necessary
  • Work with other departments to improve customer satisfaction levels
  • Develop and implement complaint handling procedures
  • Train customer service staff on complaint handling procedures
  • Monitor customer satisfaction levels and report findings to senior management
  • Identify trends in customer complaints and recommend changes to improve customer satisfaction
  • Perform regular audits of complaint handling procedures

Required Skills and Qualifications

  • Bachelor’s degree in business, law, or related field
  • 5+ years experience in customer service, complaint management, or similar role
  • Exceptional written and verbal communication skills
  • Ability to empathize with customers and resolve conflict
  • Proven track record of managing and resolving customer complaints
  • Thorough understanding of customer service best practices
  • Highly organized and detail-oriented

Preferred Skills and Qualifications

  • Master’s degree in business, law, or related field
  • 7+ years experience in customer service, complaint management, or similar role
  • Experience working in a regulated industry
  • Working knowledge of relevant laws and regulations
  • Familiarity with quality management systems


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