EDF Energy subsite

• About Randstad
• Contract Overview
• Booking Process
• Pay and Charge Rate Structure
• Attraction, Selection and Testing
• Escalation Procedure
• Flex-Associate Management
• Frequently asked questions
• Flex-Associate of the Month Nomination Form
• Appendices and Forms

 

Escalation Procedure

Randstad will, in conjunction with EDF Energy, formulate a detailed communication matrix at both National Account and Local site level to ensure consistent and constant communication between all contract stakeholders. This will ensure an efficient and appropriate resolution of queries and complaints. Our dedicated account teams are responsible for forging relationships on an ongoing basis which is crucial to minimise the need for formal escalation. In the event, however, that this fails to provide timely and satisfactory resolution, Randstad would apply the following formal escalation process:

step 1

All issues and complaints are to be directed to the Account Specialist in the first instance. Ideally, this should be via email.

step 2

The Account Specialist will make contact with EDF Energy within 2 hrs of receipt to acknowledge the complaint and advise of action plan for investigation and resolution. The timeframe for resolution will be agreed between both parties and logged.

step 3

The Account Specialist will contact EDF Energy on the agreed resolution date to confirm that all actions are complete and EDF Energy is satisfied that the complaint is closed. Should resolution not have been reached, the Account Specialist will immediately escalate the issue to the National Account Manager. 

step 4

The National Account Manager will make contact with EDF Energy within 2 hrs of receipt to acknowledge the complaint and advise of action plan for investigation and resolution. The timeframe for resolution will be agreed between both parties and logged.

step 5

The National Account Manager will contact EDF Energy on the agreed resolution date to confirm that all actions are complete and EDF Energy is satisfied that the complaint is closed. Should resolution not have been reached, the National Account Manager will immediately escalate the issue to the Commercial Manager for resolution.

step 6

The Commercial Manager will liaise with the Director of Inhouse Services, in the case of the queries being unable to be rectified.