Job Description
Specialists within the Escalated Support team are responsible for providing fast, fair, and robust responses to escalated complaints. They will not only ensure that processes were followed but challenge whether or not the correct processes were applied. Complaints Specialists will conduct detailed root cause analyses in collaboration with the RCA team to identify systemic issues and improvement opportunities, utilising data-driven insights to determine the scale and impact of problems and drive actionable recommendations.
Complaints Specialists in the Escalated Support team are expected to understand customer pain points and leverage customer experience data to research the customer journey and identify service or product enhancements. They will track customer sentiment to forecast changes in customer experience and lead retrospectives to produce detailed reports on failures, opportunities, and fixes. Finally, they will assess issues to d...