The ediation

team for the ENGIE Group

The main priority for each member of the Mediation team is processing

a portfolio of mediation cases. As an independent entity,

each employee also carries out “cross-functional” activities

to ensure the smooth running of the service.

PATRICK JOLY

Ombudsmans Legal Director

To carry out technical and legal investigations of cases the Ombudsmans team

is made up of employees from a range of backgrounds including senior and jun

ior employees workstudy students and student lawyers I provide inhouse legal

support to the Mediation service and manage a team of student lawyers through

out their work placement for the Individual Pedagogical Project PPI Im also the

point of contact for disputes involving the ENGIE Home Services subsidiary Lastly

I prepare the effectiveness evaluation report for the Ombudsman that must be sent

to the Consumer Mediation Assessment and Control Commission CECMC every

two years

SANDRINE HOHL,

Deputy Ombudsman

“I’m responsible for a number of cross-functional tasks, including budget management and

relations with our main service providers, management and training of part of the team,

communications, GDPR compliance, and monitoring and development of our CRM tool,

which we use to manage our mediation cases effectively. Together with the Ombudsman,

I represent the Mediation team on the CMSP, EEMG, and MNE bodies, as well as among

consumer associations, and I work to raise awareness and promote the ethos and tools

of mediation Im proud to be part of this team and to help resolve disputes through our

mediation process

CORINNE BEAUFILS,

ediation Project Manager

“As project manager of the Ombudsman’s annual public and regulatory report, I steer the

production process with a dual objective: to make mediation accessible to the general public

and ensure rigorous application. I coordinate contributions from the team, ENGIE’s depart-

ments and subsidiaries, as well as communications agencies. I am also responsible for the

f igures reported. More broadly, I am in charge of relations and proposing recommendations

for improvement to suppliers and distributors, together with the Ombudsman. To broaden

my skillset, I’m currently undergoing training in conventional mediation at CNAM.”

SANDRINE REGNAULT,

ediation Officer

“Having joined the ENGIE Group Mediation team in September 2018, I am the longest-serv-

ing member along with Jean-Pierre Hervé. I’m mainly responsible for quality management:

I make sure that data is correctly entered into the mediation management system (CRM),

which ultimately guarantees that the statistics for the activity report are accurate. I pro-

duce monthly and weekly monitoring reports to help steer our operations. Along with the

Ombudsman, I am also responsible for verifying the admissibility of requests and referring

them where appropriate. Finally, I organise the logistics for newly arriving and departing

trainee lawyers and work-study students.”

LORIE ANONA and GABRIEL LENEVEU

WorkStudy ediation Officers

As part of our work as mediation off icers we help the Ombudsman to manage the Club of

Public Services Mediators website and the Deputy Ombudsman to manage and develop the

Ombudsmans website We help ensure compliance with the regulations governing the processing

of personal data GDPR We particularly enjoy listening to what claimants have to say as this is

an important part of mediation

CHRISTELLE GUITTET,

ediation Officer

"Like all the members of the team, I have extensive knowledge of customer relations within

the various ENGIE Group subsidiaries, as well as procedures and mediation. I am specif ically

responsible for relations with the disability-friendly company that digitises all the requests

sent to the Mediation off icer via various channels (online forms, letters and emails). I ensure

that our CRM software is working properly and balance the team’s budget. Along with my

colleagues, I provide training for student lawyers. In my daily work, I’m motivated by the

eight values of mediation.”

For more information

on training

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