Michael Cuthbert Email & Phone Number

County Dublin, Ireland

County Dublin, Ireland

Complaint Facilitator My role as role complaint facilitator for ESB customer solutions involved managing a complaints mailbox, to unsure customer complaints were being dealt with in a timely and professional manner. I liased with the Commission for Regulation of Utilities (CRU) and the relevant departments on escalated complaints.Run weekly and monthly reports to ensure all complaints are being handled in line with ESB's customer charter. I then circulated the reports to all managers within the business for review. I prepared and presented monthly complaints and queries slides to managers within the business, with the aim of continuous improvement to our customer s journey.I monitored digital switches on a weekly basis to maintain a high standard of our online switching portal, thus insuring no complaints. As part of our continous improvement plan. I also evaluated customer service calls, completing agent scorecards as I listened. Reported my findings to the team leaders in our monthly Key Performance indicators (KPI) meetings.