Team Leader - CRU - Gurugram

Canara HSBC Life Insurance Company

5 - 10 years

4 - 6 Lacs

gurugram

Posted:1 week ago| Platform:

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Skills Required

customer complaints complaint management customer service customer escalation complaints grievance redressal customer satisfaction process improvement team leader complaints process grievance management customer experience customer queries

Work Mode

Work from Office

Job Type

Full Time

Job Description

Meeting with clients to discuss complaints and offer solutions to any problems they may be experiencing with their current service providers
Documenting all activities related to each complaint for easy reference in future conversations with the customer
Taking detailed notes during conversations with clients to ensure all important details are included in the case file
Working with legal staff to investigate allegations of illegal activity or misconduct by company employees
Coordinating with other departments such as human resources, accounting, and operations to ensure that a complaint is resolved satisfactorily
Following up with customers to ensure that they are satisfied with the resolution of their complaint
Resolving customer complaints quickly and efficiently with great attention to detail
To oversee the Priory complaints process to include determination of whether legal advice is required
on issues relating to complaints.
Initiate process improvement initiatives across key customer impacting areas.
Provide standardized and consistent information of complaints.
Act as a centralized desk and be the SPOC for all concerns received from customers, clients, or other stakeholders

To oversee the Priory complaints process to include determination of whether legal advice is required on issues relating to complaints
To assist in the development and maintenance of systems for the management and administration of complaints
To assist in the development and management of procedures and policies for complaints
To develop and deliver education and training in relation to complaints management
Day-to-day management of the team in their role of ensuring that all new complaints received centrally (via post, email, head office, telephone calls or from external bodies e.g. solicitors, regulatory bodies etc.) are assigned for investigation and response by the relevant Service Manager in an effective andtimely manner.
Facilitating the monitoring and accurate recording of all complaints received, monitoring investigation/response deadlines (and reporting on same) by seeking regular updates from Service

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