CET invests in further improving customer experience


Property assurance specialist CET has announced a further addition to its senior team with a new appointment to oversee all interaction with customers across the UK.

In the newly created role of Head of Complaints (Customer Relations) and Governance, Saeeda Khanim will manage the performance delivery and reporting relating to customers throughout the home emergency process.

Commenting on her appointment, Sid, as she likes to be known, said: “My day-to-day challenge in this new role is for customers to be satisfied with the service received via their insurer of choice. As a business we do this by following our quality assurance processes, having competency frameworks in place and delivering training across our team that is targeted towards ensuring that customer queries are responded to and fair outcomes reached within an agreed timeframe.”

In her previous roles Sid has held senior complaints, internal audit and customer services positions with organisations from both the home emergency and insurance industries, providing the perfect experience for her role with CET.

Sid continued: “It might sound like a cliché; however it really is my view that we should strive to put our customers at the heart of everything we do. I am a firm believer that when things go wrong for the customer, we can win their trust back by putting things right in an effortless way.

“Our primary function is doing the right thing for the customer and I believe we should treat their emergency as our emergency. Our clients from the insurance industry monitor our complaints performance as a business against FCA regulation, and although CET is not formally regulated by FCA, our clients are and they effectively measure us against that. With this in mind, we demonstrate complete transparency at all times and we actively showcase the way that we handle the complaints process as a USP.”

After being office-based in her previous roles, CET’s homeworking model represents a significant but welcome change for Sid.

She added: “ In my previous roles I’d often be in the office for long hours and, by the time I returned from work, I sometimes barely saw my children. Permanently working from home is a new experience for me but I already absolutely love it, I have a young family and the work life balance that I now have is fantastic.” 

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