BSBCUS501: Risk Manager's Role in Managing Quality Customer Service

This report details the role of a risk manager in ensuring quality customer service within InvoCare, focusing on complaint handling and customer satisfaction. It emphasizes the importance of prompt and thorough investigation of customer complaints, adherence to established procedures, and the systematic collection of customer feedback. The risk manager is responsible for monitoring these processes, assisting staff in complaint resolution, maintaining records, and advising the executive branch. By effectively managing customer service risks and ensuring customer satisfaction, the risk manager contributes to the company's overall success and growth. The report also references relevant literature on management, organizational behavior, and leadership skills.

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Leadership and Management

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Role of Risk Manager
The company InvoCare serves its customers well. They have the first and foremost objective of
satisfying their consumers to the fullest possible extent. InvoCare targets to deal with all the
disputes, issues and problems which are faced by the customers eventually. This company makes
sure that all problems are dealt with and solved in the best possible way. The complaint from the
consumers are taken by the staff from before. After that each issue is addressed to the
management of the company of every consumer. The chief objective remains in solving the
disputes in the best possible way and as soon as possible. All the complaints are dealt with
particularly so that none of the customers go without satisfaction (Kinicki, et al., 2011).
When a complaint has been lodged by the consumer, the handling process becomes very
important. Fortunately, the handling process of the complaints by the consumers is investigated
with great care and caution. All the issues and complaints are investigated immediately, once
they are lodged. In case they are drifted away from the complainants or from the eyes of the
management staff, the complaints would be revised and escalated. This procedure is completed
within a short span of 10 days. The customer care service is very prompt in acting from the
people. they respond to the people soon. Being the risk manager, it is the duty to check and
monitor these rules and regulations with utmost care and concern. It should be the primary aim
of these managers to look into these problems and provide them with the best possible benefits
(Robbins & Judge, 2014). In this way, all the problems would be dealt with and solved
immediately. This in turn, would attract more and more consumers to the company because they
would be satisfied mentally that in case there would arise any problem, those problems would be
investigated as soon as possible. There is also scope of written confirmation of the problems and
their solutions filed by the consumers in the complaint department of the customer service care
of InvoCare. With the advent of time and advancement of science and technology, the methods
of complaint and procedure has been increasingly become advanced with the passage of time.
There remains a systematic approach for resolving the issues of almost all the problems. Every
consumer is given a consumer feedback form. In this form, all the details of the experience of the
consumer and the behavior of the staff is taken by the management (Morgeson, et al., 2013).
Depending upon the experiences of the consumers, the essential alterations should be made,

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which is needed in the risk management sector for the service of the consumers and resolving all
the issues faced by them.
After a close perusal of the above acts it can be concluded that the role of the risk manager thus
is very important. It is the role of the risk manager that he should give help and assistance to the
staff members while looking into the complaints of the various consumers. This assistance
should be extended to the complaint handling procedure as well. It is the duty of the risk
manager to keep the accounts of all the complaints lodged and details related to them. The
resolving of the issues and how they did it are also written down. During the procedure of the
maintenance of the complaint framework, it is the duty of the risk manager to undertake all the
responsibilities with this regard. It is also the duty of the risk manager to provide advice and
information to the executive branch of the company (Morison and McMullan, 2013). All these
factors would ensure in the smooth functioning of the business of the company. Once the
company runs smoothly, more and more consumers would be attracted and in this way the
company would grow with the passage of time. It is the ultimate duty of the managers to keep
the customers satisfied and see that all their issues are resolved. A consumer who is not satisfied
is given other modes of assistance to serve them the best.

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Reference List
Kinicki, A., Williams, B.K., Scott-Ladd, B.D. and Perry, M., 2011. Management: A practical
introduction. 7th ed. London: McGraw-Hill Irwin.
Morgeson, F.P., Aguinis, H., Waldman, D.A. and Siegel, D.S., 2013. Extending corporate social
responsibility research to the human resource management and organizational behavior domains:
A look to the future. Personnel Psychology, 66(4), pp.805-824.
Morison, S. and McMullan, C., 2013. Preparing for the future: challenges and opportunities for
management and leadership skills. British dental journal, 214(1), p.E2.
Robbins, S.P. and Judge, T., 2014. Essentials of organizational behavior. 9th ed. London:
Pearson,.