Carol-Anne Tobin

Reporting to the Complaints and Knowledge Manager, my responsibilities include triaging the complaints email boxes and allocating complaints to colleagues. Reviewing, investigating, and responding to complaints within the expected timescales, whilst ensuring that an independent, impartial view is taken, to provide the correct outcome.

Key areas of responsibility:

• Taking ownership of student, affiliate member, employer, and partner complaints. Conducting an independent complaint investigation to provide an appropriate resolution. This may include drafting responses for Departmental Heads, RHOCS and the Executive team.

• After introducing and implementing the complaints root cause process into ACCA within a year of joining the company, I conducted in-depth complaint root cause analysis to identify defects and make recommendations for improvement.

• Assigning defects to owners and tracking to ensure the recommended suggestions for improvement are implemented.

• Produce weekly, monthly, and quarterly reporting, containing complaint trend analysis for the Senior Leadership Team. (I introduced and created the monthly complaints reporting into ACCA, not long after joining the company.)

• Work closely with Operational Management, Privacy and Legal teams on complex complaint cases to ensure the appropriate outcome is provided. As well as consulting with insurers on any potential legal cases.

• Complete the regulatory reporting and consult with the Education Recognition team for any additional regulatory requirements.

• Work with the Privacy team to support the SARs process.

• Train and support the less experienced members of staff.

• Produce any ad-hoc reporting or information requests.

• Create and update departmental SOPs.

Reporting to Head of Customer Relations, my responsibilities included reviewing customer complaints, analysing and reporting on complaint trends, auditing company processes, and making recommendations to drive improvements in results and reduce complaint volumes.

Key areas of responsibility:

• Ownership of customer complaints, conducted complaint investigation and offered customer resolution.
• Completed in-depth complaint root cause analysis to identify defects and made recommendations for improvement. (Reduced year-on-year complaint volumes by 35% within 14 months of taking the role of Root Cause Analyst).
• Assigned defects to owners and tracked them to ensure recommended suggestions for improvement were implemented.
• Challenged the business to ensure that when issues were identified, customer remedial / follow-up action took place.
• Produced monthly reporting containing detailed complaint trend analysis for Operational Management and the Senior Leadership Team.
• Working closely with the Operational Management and Training Department to discuss complaint trends, process issues, and training needs to improve customer experience and mitigate any potential risks.
• · Assisted in risk-based call monitoring function to ensure that sales targets and bonuses did not influence behaviours and inappropriate selling techniques.
• Instrumental to the embedding of the new complaints management system (iCasework) across the business.
• Created comprehensive reports, aiding in strategic planning.
• Cultivated a deeper understanding of industry trends through continuous research.
• Assisted with continuous improvement initiatives, applying data findings to address underperforming areas.