Customer Services Team
- Job title: Customer Service Team
- Country: UK
- Length of service: From 6 months to 34 years
This team is accountable for investigating customer complaints in line with strict Financial Conduct Authority regulations. When the business recently experienced an unexpected and unprecedented increase in customer complaint volumes, the Customer Service team showed true team spirit, dedication, care and a genuine passion for solving customers’ problems and achieving successful resolutions. In a 12 month period the team reduced open complaints by 91% and improved the time to resolve complaints by 85%. During the same period, complaint management quality improved, demonstrating the team has improved service quality for customers. The team has also driven cross-functional collaboration through weekly regional calls to identify ways to tackle the root causes of complaints.