At Careium, we pride ourselves on providing exceptional customer service and ensuring that our clients receive the support they need during emergencies or difficult situations.
Behind the scenes, we have a team of dedicated professionals, such as Clare, our Senior Customer Experience Officer, who work diligently to address any concerns and improve our services continuously. Today, we want to introduce you to Clare and shed light on her role at Careium.
I have been with the company since 2020. Firstly, I worked as an operator in our Kent monitoring centre, and then I looked for opportunities to progress my career internally, which led me to the team I am in now and a recent promotion to my current role. Our team plays a crucial role in ensuring that customers have a positive and satisfying experience throughout their interactions with Careium. I am responsible for ensuring that complaints are investigated and responded to in accordance with our Complaints Policy, and our team also deals with managing and logging all compliments received about the company.
Before joining Careium, I spent nearly 15 years as a Police Officer. During that time, I gained extensive experience in investigating and handling complaints through my frontline interactions with the public. This experience has been invaluable in my role at Careium, as I approach each complaint with an impartial perspective and strive to get to the root cause of the issue.
Customer satisfaction is of utmost importance to us at Careium, and I take every complaint we receive extremely seriously. When a complaint comes in, I carry out a thorough investigation, carefully assessing the evidence and facts at hand. I compile a detailed report and then reach out to the customer to discuss the issue in depth.
But I don’t stop there. I believe in going the extra mile to ensure that the same issue doesn’t happen again. I spend a significant amount of time in the background, delving deep into what caused the problem and working with our team to implement measures to prevent its recurrence.
Did you also know that all complaints are raised with our Senior Management Team on a regular basis to ensure continuous improvement of services to our customers? We truly value our customers’ feedback.
I am delighted to say that over the past year, we have seen a significant reduction in the number of complaints received. This is a testament to the hard work and dedication of every individual at Careium in delivering exceptional customer service.
On a personal note, it warms my heart when our customers take the time to reach out and say kind words about our team. It’s a wonderful feeling to know that the actions we have taken, whether it’s providing reassurance or even saving a life in an emergency, have made a positive impact.
At Careium, we are committed to delivering the best customer service possible, and I am honoured to play a role in making that happen.