Elements and Performance Criteria
- Identify nature and type of enquiry or complaint.
- Client is addressed according to company requirements.
- Details of enquiry or complaint and degree of urgency are clarified and confirmed with client according to company requirements.
- Details of enquiry or complaint are recorded according to company and legislative requirements.
- Impact of relevant legislative and company requirements on handling of enquiry or complaint is identified.
- Arrangements are made for enquiries or complaints requiring additional research and follow-up, according to company requirements.
- Investigate enquiry or complaint.
- Information relevant to enquiry or complaint is obtained from internal and external sources as appropriate according to company requirements.
- Site is inspected with client, where required, to clarify details of the enquiry or complaint according to company requirements.
- Possible solutions to enquiry or complaint are determined and likelihood of associated problems is assessed using available information according to company requirements.
- Advice is sought from appropriate personnel where necessary on nature of enquiry or complaint, and proposed solution according to company requirements.
- Refer enquiry or complaint.
- Enquiry or complaint that requires referral to other company personnel or external bodies is identified according to company and legislative requirements.
- Referral to appropriate personnel is made according to individual level of responsibility and company requirements.
- Investigation report and other relevant documentation are forwarded to appropriate personnel according to company requirements.
- Progress of referred enquiry or complaint is followed up with appropriate personnel according to company requirements and within expected timeframes.
- Determine and communicate solution to client and relevant staff.
- Solution to enquiry or complaint is determined and documented according to company requirements.
- Method for responding to client or their agent is established according to nature of enquiry or complaint and company requirements.
- Response to enquiry or complaint is prepared and communicated to client or their agent according to company requirements.
- Client or agent agreement to solution is confirmed, or solution is negotiated according to company requirements.
- Relevant staff members are promptly advised of work allocations required to resolve enquiry or complaint according to company requirements.
- Satisfy complex client needs.
- Complex needs requiring adaptation of routine products or services are identified and clarified with client.
- Possibilities for meeting client needs are explained to client according to legislative and company requirements.
- Client is assisted to evaluate product and service options to satisfy needs according to legislative and company requirements.
- Preferred action is determined and prioritised according to legislative and company requirements.
- Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements.
- Update company information
- Information on type and source of enquiry or complaint is collated and processed according to company requirements.
- Information on identified problems and solutions is recorded, processed and reported according to company requirements.
- Information on resolved enquiry or complaint is shared with co-workers according to legislative and company requirements and strategies to avoid repeat issues are discussed.