What happens when your complaints manager leaves? The risks you need to know

The reality of business is that people changing roles and organisations is inevitable. However, many business leaders haven’t been alerted to the specific - and significant - risks that arise when the person managing your employee complaints decides to depart.

This can leave an unexpected vacuum, and if not addressed promptly, can pose serious risks to your organisation.

Understanding the magnitude of the problem

When an employee, particularly one tasked with handling complaints, leaves an organisation, they don’t just take their personal belongings with them. They also leave behind a wealth of knowledge and expertise.

Imagine the repercussions if your complaints manager, the one person who understands both the current and legacy employee grievances, up and leaves? Consider the fact that prior issues, conversations and case reports may constitute a pattern that a new member of the team won’t be aware of, or may fail to recognise without context.

Without the right systems in place, you risk losing critical insights into your company’s health and exposing your organisation to significant risks.

The risks of a siloed system

In many organisations, complaints often get managed in isolation, often times on a single team member’s desktop. This creates what we term a "silo situation". It means that critical information about complaints – be they current, past, and potentially business critical– are stored in a way that they might be overlooked, misplaced, or forgotten entirely.

If the individual handling these complaints exits the organisation and this data isn't properly transferred or made accessible, the organisation finds itself in a precarious situation.

It may become blind to ongoing issues, be unaware of patterns that could indicate deeper systemic problems, or be caught off guard by serious complaints that come to light later on.

The solution: An external whistleblower and complaints platform

Ensuring continuity and a seamless transition in managing complaints requires more than just a simple handover process. Instead, consider implementing an external whistleblower and complaints platform. Such platforms ensure that all complaint-related data is stored in a unified, accessible, and secure environment.

It eliminates the problem of isolated data storage and ensures that the organisation's data and insights on complaints remains intact, irrespective of people changes.

The added value

Apart from ensuring continuity, these platforms provide other tangible benefits:

  • Consolidate all complaint-related information in one place for easy access and management.
  • Gain insights into patterns and trends, helping to proactively address issues before they escalate.
  • Protect sensitive information, ensuring complainants feel safe to voice their concerns.
"In our experience working with diverse organisations, we've observed that the departure of a key complaints manager can leave a gaping hole in the system. But it doesn't have to be this way. An external whistleblower and complaints platform ensures continuity and brings added value in terms of streamlined processes, analytics, and security. It’s an investment in the organisation’s future and its reputation." - David Morgan, Partner, PKF Integrity

Your next steps

If you recognise the potential risks your organisation could face with the departure of a key complaints manager, now's the time to act.

Ensure that you're not caught off guard by investing in systems that maintain the continuity and integrity of your complaints management. Don’t leave such a crucial aspect of your business to chance.

Request a demonstration of PKF Integrity’s secure whistleblower platform today.

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