To handle escalated complaints for all markets via email or calls. Providing tailored and where appropriate, bespoke responses to Authorities, Consumer Organizations, Internal Stakeholders and members handling all their concerns. Working closely with the market’s legal councils and Reputation Team to ensure the responses and solutions offered minimize the risk of future action. Building a robust complaints handling kit including reporting on volumes, analyzing the nature of complaints and providing recommendations to the business on areas that could reduce future complaints. Providing real-time feedback into the leadership team when risks are identified.

Duties and Responsibilities:

• Handle Escalated Customer Interactions
• Manage and resolve escalated customer cases / complex cases from Tier 1 and Tier 2 support with a high degree of empathy, urgency and professionalism
• Take ownership of cases until full resolution with clear follow-up and accountability.
• Reach out to members through Outbound call if required
• Represent the company in a professional manner at all times
• Adhere to Standard Operating Procedures (SOPs)
• Follow company policies, compliance protocols, and escalation procedures meticulously.
• Document all actions clearly in the CRM and ensure audit readiness.
• Use Sound Judgment in Exception Handling
• Apply company guidelines while using discretion to make thoughtful exceptions when appropriate.
• Escalate internally when required, but also know when and how to act autonomously in the customer’s best interest.
• Demonstrate Emotional Intelligence
• Communicate with members in a tone and style that reflects deep understanding of customer service standards of the
• Adjust tone and approach depending on the customer’s emotional state—whether that calls for empathy, assertiveness, or calm reassurance.
• Maintain professionalism even in high-pressure or emotionally charged situations.
• Understand Cultural Nuance and Local Expectations
• Communicate fluently in the customer’s language (e.g., Metropolitan French, if supporting France, or British English, if supporting the UK).
• Exhibit cultural sensitivity—understand local expectations around formality, tone, customer rights, and service standards.
• Proactively Identify Trends and Feedback
• Identify and report recurring issues and customer pain points to Team Leader, Manager, Quality Team and Product Team contributing to continuous improvement of our support strategy for the
• Identify Root Cause of Complaint
• Suggest improvements to procedures, documentation, or training materials.
• Collaborate with Cross-Functional Teams
• Work with Learning & Development, Quality, Legal, Reputation Product and Leadership on case reviews and resolution strategies.
• Provide feedback to front-line teams and assist in mentoring on difficult scenarios.
• Review/ Handle official complaints from Authorities, Consumer Organisations, Clients and Members ensuring all concerns/topics are addressed in reply and liaising when necessary with Legal Councils
• Aim for First Time Resolution, go for the extra mile to provide solutions that minimise the need for additional contact
• Handle incoming escalated complaints via email, or phone
• Analyze case history, previous interactions and relevant documentation
• Liaise with internal departments to gather information and investigate root causes
• Respond to members via email or phone in a professional, empathetic and solution-oriented manner
• Clearly explain outcomes, processes ensuring compliance with legal and internal policies
• Maintain accurate and detailed records of each complaint, actions taken and communications
• Follow up on unresolved cases or pending internal responses
• Monitor SLA deadlines and ensure timely resolution
• Flag high risk issues to management
• Participate in internal feedback loops to improve service or issues
• Share insights with customer service peers or quality teams.
• Suggest process improvements based on complaint patterns.

• Minimum of 3–5 years in customer service, with at least 1–2 years in an escalation, QA, or supervisory role.
• A strong understanding of French cultural norms, customer expectations and communication styles, ideally through first-hand experience living and/or working in Fance.
• Good command of the English language (British) and at least one of the following languages: French metropolitan or Spanish. Candidate must be native in one of the 3 languages.
• Excellent communication skills
  - Articulate communicator
  - Excellent reading, writing & listening skills
• Problem-Solving and Critical Thinking – ability to make informed decisions that balance customer satisfaction and company policy.
• Conflict-resolution skills
• Detail oriented:
  - Must strive for zero errors and understand the impact errors can have on the customer journey and the business.
  - Understands when to use empathy
• Must be able to work under pressure and maintain a customer-first attitude
• Must be logical and consistent in approach, capturing and recording necessary information
• Resilience Under Pressure– ability to handle difficult conversations with professionalism and clarity.
• Autonomy
  - Must be well organized with excellent prioritization and planning skills
• Analytical skills: able to identify the root cause of a situation and additional issues within any communication
• Must be capable of building and maintaining relationships with stakeholders while working remotely rather than in a face-to-face environment
• Must take ownership of the results delivered and be able to report on them
• Must be able to work autonomously towards a goal
• Must be able to self-manage and be comfortable working in isolation
• Must conduct themselves in a professional manner
• Must behave in accordance to the company values at all times
• Experience using Windows based packages (Word, Excel & Outlook)