Senior Customer Relations Analyst

Overview

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 market’s legal councils and Reputation Team to ensure the responses and solutions offered minimize the risk of future action. Building a robust complaints handling kit including reporting on volumes, analyzing 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.

Responsibilities

Duties and Responsibilities:

• Handle Escalated Customer Interactions
• Manage and resolve escalated customer cases / complex cases from Tier 1 and Tier 2 support with a high degree of empathy, urgency and professionalism
• Take ownership of cases ...