Consumer Complaint Escalation Team

To handle escalated complaints for all markets via email or calls. Providing tailored and where appropriate, bespoke responses to Authorities, Consumer Organizations, Internal Stakeholders and members handling all their concerns. Working closely with the markets legal councils and Reputation Team to ensure the responses and solutions offered minimise the risk of future action. Building a robust complaints handling kit including reporting on volumes, analysing the nature of complaints and providing recommendations to the business on areas that could reduce future complaints. Providing real-time feedback into the leadership team when risks are identified.

Complaint handling

• Handle Escalation calls of escalated complaints that Customer Care Advisors are not able to handle on the phone. As part of the escalation line, remaining in available to handle complaint calls for your market(s) and handle them efficiently and professionally, ensuring customer satisfaction at all times and service level agreements are met.
• Whilst on the telephone, or when writing to a customer represent the company in a professional manner at all times, using internal guidelines (Call Standards) complaint documentation and expertise where necessary.
• Ensure that all activities undertaken abide by laid down compliance standards and align with company Treating Customers Fairly objectives.
• Reach out to members through Outbound call if required.
• Log Complaints handled, analyse customer journey and identify & share opportunities
• Handle complaints that CCA Team is not able to handle (Authorities, Consumer Organisations, Complaint through platforms, Client Escalations and Internal Escalations) for your respective market(s) within the SLA
• Review/ Handle official complaints from Authorities, Consumer Organisations, Clients and Members ensuring all concerns/topics are addressed in reply and liaising when necessary with Legal Councils
• Aim for First Time Resolution, go for the extra mile to provide solutions that minimise the need for additional contact
• Log all complaints handled
• Provide feedback to Contact Centre Manager, Training & Quality Team, when opportunities are identified
• Present Member Journey, Identify Root Cause of Complaint and feedback to your line Management and Training Team

Complaint Management Best practices

• Maintain and update a database of approved Complaints snippets / templates
• Review free typing replies from CCAs
• Maintain comprehensive complaint handling kit for each market, Produce guidance documents to demonstrate correct handling approach & Liaise with Team manager and TL’s to ensure best practice is adopted by the leadership team
• When relevant, create a complaint handling kit for new markets
• Audit Contact Centre Contacts and provide feedback to Training & Quailty Team and Contact Centre Managers.

Other: department specific activity as agreed with Team Manager

• Assist Calibration Sessions
• Co-operate with Training, providing consolidated learning sessions to ensure continued service excellence delivery
• Provide ad-hoc support for projects
• Liaise with manager to ensure holiday cover is in place (and train relevant colleagues)

Cooperation with other departments Stakeholder Management

• Work closely with the Contact Centre Manager, CCA Teams, Training & Quality Teams, Corporate Comm’s and Legal Councils in all markets
• Build relationships to improve support network and improve quality of responses
• Improve understanding of legal requirements for each market and document
• Provide monthly updates to key stakeholders
• Escalate opportunities to QA, Training & Knowledge Team Manager:

1. Agents mistakes you may notice (process misunderstandings…). Use error log to feedback to Team manager. Feedback to agents are the responsibility of the Qas and TL/TM
2. Issues requiring investigation and verification of processes and legal requirements

Excellent communication skills

• Excellent reading, writing & listening skills - able to identify the root cause of a situation and additional issues within any communication
• Understands when to use empathy
• Confident handling conflict

Excellent computer skills

• Experience using Windows based packages (Word, Excel & Outlook)

Detail oriented: Must strive for zero errors and understand the impact errors can have on the customer journey and the business

Autonomy : Must be well organised with excellent prioritisation and planning skills

Team Player : Must have built good relationships with key stakeholders 

Must be fluent in English and in two of the following languages: French or Spanish or Portuguese with advanced writing skills (an additional language would be an asset)

• Extensive experience in Complaints Handling
• Ability to build and maintain strong relationships with stakeholders while working remotely rather than in a face to face environment
• Logical and consistent in approach, capturing and recording necessary information
• Ability take ownership of the results delivered and be able to report on them
• Work autonomously towards a goal and under pressure
• Able to self-manage and be comfortable working in isolation
• Professional manner aligned with company values at all times
• Must have analytical skills