Task Description
Rhea Projects take all customer complaints extremely seriously and always endeavour to give the customer an excellent experience, but sometimes we can get it wrong. Every customer is an individual, and every complaint is treated as such with the utmost care and consideration being given.
All details of customer complaints must be forwarded to the nominated Manager for each individual contract, who will ensure the following takes place to ensure a thorough investigation and corrective measures are put in place where required.
The process on how to take action to resolve any complaint received.
When a staff member is dealing with a complaint over the phone, they must always remain polite and courteous to the customer. If the customer appears to be upset or agitated, reassure them that their complaint will be listened to and passed to the relevant manager to ensure it is resolved satisfactorily.
· Record accurate details of the complainant (name, address, contact number)
· Record accurate details of the complaint (what, when, where, what happened etc.
· Assess nature of complaint i.e. property damage, vehicle parking etc.
· Record details of all persons involved
· All telephone, verbal or written communications with the customer, together with respective comments must be logged onto the complaints register.
Escalation process
· Managers should deal with and resolve complaints in the first instance
· If the Manager cannot resolve the complaint to the satisfaction of the customer, it must be escalated to a senior Manager
· A senior Manager has ultimate responsibility for resolving all complaints
Action to be taken and by whom
· Assigning ownership to oversee each complaint through to closure is paramount.
· Administration staff will only deal with minor complaints from customers i.e. speed of application, evidence gathering, missed drill holes, clean up etc. All other customer complaints will be dealt with by a manager.
· Timeframe for responding to customer complaints is within 24 hours, or if safety related, as soon as reasonably practicable but always within 3 hours. Where requested summary reports will be sent periodically to relevant third parties i.e. council &
· Responses will generally be by telephone and confirmed in writing where appropriate. Following three failed attempts to make telephone contact, written communication must always be issued. Rhea Projects will try and contact the customer over a one-month period at different times of the day
· A written record must be kept of all correspondence, including verbal and telephone communication as copies may be requested by insurers or other third parties involved. As with all other documentation these will normally be held for a period of 1 or 7 years depending on the nature of the paperwork and any legal requirements.
· Rhea Projects will aim, where reasonably practicable, to resolve all complaints to the customers satisfaction within a period of 10 working days from the date of receipt. If a complaint has not been resolved within 10 working days, Rhea Projects will regularly monitor on the CRM every 5 working days and any flagged as red will be actioned appropriately. Consideration will be given to the nature and extent of the complaint when considering customer advice.
· In the event of any serious complaint relating to an employee’s conduct a Senior Manager will take personal responsibility for fully investigating the nature of the complaint, and initiating any steps deemed necessary.
· Where Rhea Projects are the contractor and they are at fault, if the customer has suffered minor damage to property Rhea Projects will endeavour to make good any damage to the satisfaction of the customer.
· Where damage has been caused by a contractor under the CHiL Scheme, then Rhea Projects will take all steps necessary to ensure the contractor rectifies any complaint.
· As a minimum, any compensation offered will comply with any contractual or legal obligations appropriate to the circumstances of the incident. This will be at the discretion of a Senior Manager.
· In the event of a complaint not being resolved and closed off to the satisfaction of the customer, it will be escalated to a senior Manager who will attempt to achieve a satisfactory conclusion.
· Any damages to the customer’s property will be referred directly to the insurance company, only when it is considered appropriate to do so by one of the Companies Directors.
· As a last resort, arbitration will be sought through the relevant Local Authority
All complaints are the responsibility of a manager in the first instance and they are also responsible for initiating audits and reviews of complaint statistics. Summaries are then issued for the benefit of staff; customers and, where appropriate, other external organisations may obtain copies on request.
A complaints register will be used to provide a full analysis of all complaints received to identify any trends occurring and will form the basis of our policy improvement. The register has now been replaced by logging on the CRM.
Monthly reports of all complaints we believe will form part of regular performance meetings with the council. This must include a summary of the volume, customer’s details, the nature of the complaints and what action has been carried out to rectify the complaint.
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