Deborah Waterway

Manage and oversee complaints escalated to regulatory bodies

• Mitigate risk through escalation of any regulatory or internal policy or process breach, highlighting the Customers Experience Management Team any issues as soon as they become apparent, ensuring timely feedback, coaching, or retraining is given
• Friendly and thoughtful service - giving friendly, welcoming, easy, helpful, and thoughtful service every day, often taking ownership and handling challenging situations
• Developing team's capabilities through coaching and training, fostering an inclusive culture where everyone's voice is valued and respected

• .Respond to user requests for service, troubleshoot problems, and helping to develop solutions.
• Taking a lead role in the team, balancing regular customer inquiries with high-level account management, and dealing with issues and escalated
• Taking ownership of customer queries, mainly over email and phone, tackling wide range of queries efficiently and effectively
• Communication and coordination with other departments in the business including logistics, sales, operations and finance as well as other Customer Services teams dotted around the world as company have a global presence.
• Managed approximately 30 incoming calls, emails, and faxes per day from customers.