Manager – Customer Concerns & Resolution

About the role

The Manager – Customer Concerns & Resolution will be responsible for handling and resolving high‑priority complaints from high‑net‑worth clients of Dubai Holding Real Estate. The role ensures exceptional service delivery while protecting client relationships and the brand’s reputation.

Key responsibilities

• Investigate and resolve sensitive customer complaints, coordinating with relevant departments to implement effective solutions.
• Communicate regularly with clients, providing updates on complaint status and expected resolution timelines.
• Analyse recurring complaints to identify systemic issues and recommend process improvements.
• Implement corrective actions and proactive measures to reduce future escalations.
• Collaborate with quality‑assurance and operations teams to drive continuous improvement initiatives.
• Ensure all complaint‑management procedures comply with company policies, UAE real‑estate regulations and legal requirements.
• Monitor and review complaint‑management practices to maintain compliance with evolving standards.

Required profile

• Minimum 48 months (4 years) of experience in complaint management, preferably within the real‑estate sector.
• Strong knowledge of UAE real‑estate regulations, including DLD, RERA and related compliance frameworks.
• Proven ability to manage high‑net‑worth client relationships and maintain brand reputation.
• Excellent analytical skills to identify root causes and drive process enhancements.

Required skills

• Complaint management systems
• DLD compliance
• Customer rights
• Escalation protocols
• RERA
• Customer experience frameworks
• CRM platforms
• Service recovery mechanisms
• UAE real estate regulations
• Microsoft Office Suite