CS Update: Points Model Update - Complex Cases

As you would know, we have put a strong emphasis on our case management and customer service standards in recent months and I am excited to announce a change that will now reward you for taking ownership of tough cases and having a focus on quick resolution.

Starting from November 1st, you will be rewarded bonus points for solving complex cases.

Why are we implementing this?

• Encourage people to step into difficult cases and have a resolutions mindset
• Incentivise problem solving and critical thinking
• Improve response time, resolution time and customer experience
• Reward the extra effort required for complex cases

How it works:

• Submit the case for TL review using this link Complex Cases Submission Form – Fill out form
• The TL’s and I will review these cases each week and approve based on the following criteria:
  • In house / Post stay complaints
  • Resolutions Tickets
  • Complex cases - multiple issues/vendors involved
  • Complaints via CSL, Rob or Chris
  • Tickets you inherit that have been open for more than 14 days
• If we are satisfied that the case is deserving, you will be award bonus points.
  • 2 points for closing cases + 3 bonus points = 5 points total
• These will be added to your MTD points in the stats doc.

We will continue to review the criteria as we go, so there is a possibility these will evolve as we start reviewing tickets, but if there are examples you have that you think are worthy but don’t meet the above, please reach out to your TL or myself prior to submission.

Looking forward to your feedback next month, we are excited about this change.

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 31st October 2025, titled "Points Model Update - Complex Cases" sent by Rob R (Head of Customer Service)