Do not care about Customer Service or Aftersales care. - Executive Relations Manager Express Bi-folding Doors Employee Review

I joined the company after they created a new role for me as Executive Relations Manager. I have extensive experience in Customer Service, dealing with complaints and improving the customer experience - which in turn improves the company reputation. After a few months it was obvious they don't care about dealing with complaints in a professional or ethical way. They are always looking for the cheapest way to make a complaint vanish and will intentionally keep information from customers who may have spent tens of thousands, just to save a few hundred. They operate in an un-regulated industry which means that unless customers are prepared to take them to court, there is no-one you can escalate your complaint to, i.e. no regulator/ombudsman. They take full advantage of this. I was told that I take the customer's side too much and spend too long looking into the root cause of complaints so they asked me to leave. But to be honest I am glad to have parted ways with such a customer unfocused and unprofessional company.