To ensure the complaints process is followed effectively in complaints response time are met and are in line with NSI requirements
The entire complaints process needs to be managed from logging the complaint to satisfactory resolution of the complaint which involves feeding back information to Operations, this includes all complaints.
Not limited to the current complaints process, identifying measures to streamline the process working towards reduction of complaints.
How you will do it
*Log complaints assigned on the day received on the Customer Relation Survey.
*Identify and utilise the quickest method of resolving the customer complaint must be adopted, for example, if the complaint can be resolved over the phone, a confirmation letter detailing what was agreed must be sent as a follow up to close the complaint.
*Acknowledge that the complaint has been registered stating where and who will be dealing with the complaint using the case number as a reference.
*Coordinate and follow up with the relevant departments to ensure information required for resolution of the complaint is received in a timely manner.
*Follow the Priority Matrix to meet SLAs
*Keep customer updated of progress and ensure the complaint is closed to the customer's satisfaction
*Ensure all complaint information is documented
*Follow the complaints escalation process
*Ensure compliance to procedures and policies
*Ensure quality and accuracy of work and service provided to internal & external customers
What we look for
Customer Service/ Investigatory background (essential)
Handled customer complaints
Experience of security industry
Experience in writing official letters to customers