Complaint management experts

For over a decade we have been the trusted partner of one of the largest utilities providers in the UK delivering a range of services that includes complaint management, payment/debt support, sales & retentions.

Our expertise and world class delivery within the utilities sector enables our client to take advantage of our highly skilled advisors who specialise in complaints management across all contact channels either directly from the customers, CAB, ombudsman or via their CEO.

Our client needed over 200 advisors who could deliver an exceptional customer experience to its customers that includes recognising vulnerability, displaying empathy, having great listening skills, resolution to the complaint, and collecting debt where applicable.

Using our 15+ years experience within the Utilities sector we know very well the high level of expertise needed to deliver a brilliant experience and outcomes for our clients customers. Our implementation included creating detailed role descriptions to ensure the best candidates apply, design of the training programme and hiring of over 200 advisors, plus managers to deliver the service.

Highly skilled managers are also a big factor within the success of the teams therefore we hired from the best leaders from various channels that included external brand new hires, internal from our existing future leaders programme who are ready waiting and from our existing tenured management population.

Overall the implementation and delivery throughout ramp was deemed a huge success by our client.

• 200+ FTE dedicated resource
• 20K complaints resolved per quarter
• +50 client NPS
• 43% reduction in outstanding complaints
• 70% reduction in third party escalations to industry bodies
• 95% KPI delivery
• +65 employee engagement NPS
• 7 years average tenure
• 79% reduction in compensation spend
• 50% reduction in re-occurring outstanding complaint