The Escalations Agent is responsible for handling customer complaints, queries, and escalations in a professional, timely, and customer-focused manner.Key ResponsibilitiesReceive and manage complaints and escalations through the relevant workflow system.Investigate complaints by gathering all necessary information and supporting documents.Respond to members, providers, and other stakeholders clearly and professionally.Send first responses and ongoing updates within agreed service levels.Ensure complaints are resolved as quickly and effectively as possible.Use the correct templates and processes when communicating outcomes.Keep accurate records of all actions taken on the system.Capture the correct complaint details, categories, and outcomes for reporting purposes.Complete root cause analysis, remedial actions, and preventative actions where required.Escalate complex, regulatory, or sensitive matters to management when needed.Work closely with internal departments to obtain information and drive resolution.Maintain high standards of customer service, quality, and compliance.Support audit, reporting, and continuous improvement processes.
