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.
Case Study
Complaint Management Experts
For over a decade, we have been the trusted partner of one of the largest utility providers in the UK. We offer a comprehensive suite of services, including complaint management, payment and debt support, sales, and customer retention.
Our extensive expertise and commitment to world-class service delivery within the utilities sector have empowered our client to leverage our team of highly skilled advisors. These experts excel in managing complaints across all contact channels, whether they come directly from customers, the Citizens Advice Bureau (CAB), the ombudsman, or the CEO’s office.
Meeting our client’s need for over 200 advisors, we ensure an exceptional customer experience characterised by recognising customer vulnerability, demonstrating empathy, active listening, effective complaint resolution, and efficient debt collection when necessary. Our tailored approach ensures that every interaction is handled with the utmost care and professionalism, solidifying our reputation as leaders in complaint management.
Leveraging over 15 years of experience within the utilities sector, we understand the expertise required to deliver exceptional experiences and outcomes for our client’s customers. Our implementation strategy was meticulously planned and executed, starting with creating detailed role descriptions to attract the best candidates. This was followed by designing a comprehensive training programme and hiring over 200 advisers and managers to deliver the service.
Recognising the importance of skilled leadership, we recruited top managers from various sources, including external new hires, graduates from our internal future leader’s programme, and seasoned managers from our existing team. This blend of fresh talent and experienced leadership was crucial to the success of our teams.
The implementation and mobilisation phase were a testament to our rigorous planning and execution capabilities. From recruiting highly qualified personnel to delivering targeted training, every step was carefully managed to ensure a seamless ramp-up. Our client’s feedback confirmed the success of this phase, highlighting our ability to meet and exceed expectations in delivering outstanding service.
- 200+ full-time equivalent (FTE) dedicated resources
- 20,000 complaints resolved per quarter
- +50 client Net Promoter Score (NPS)
- 43% reduction in outstanding complaints
- 70% reduction in third-party escalations to industry bodies
- 95% KPI delivery rate
- +65 employee engagement NPS
- Average tenure of 7 years
- 79% reduction in compensation spend
- 50% reduction in recurring outstanding complaints
For over a decade, we have been the trusted partner of one of the largest utility providers in the UK. We offer a comprehensive suite of services, including complaint management, payment and debt support, sales, and customer retention.
Our extensive expertise and commitment to world-class service delivery within the utilities sector have empowered our client to leverage our team of highly skilled advisors. These experts excel in managing complaints across all contact channels, whether they come directly from customers, the Citizens Advice Bureau (CAB), the ombudsman, or the CEO’s office.
Meeting our client’s need for over 200 advisors, we ensure an exceptional customer experience characterised by recognising customer vulnerability, demonstrating empathy, active listening, effective complaint resolution, and efficient debt collection when necessary. Our tailored approach ensures that every interaction is handled with the utmost care and professionalism, solidifying our reputation as leaders in complaint management.
Leveraging over 15 years of experience within the utilities sector, we understand the expertise required to deliver exceptional experiences and outcomes for our client’s customers. Our implementation strategy was meticulously planned and executed, starting with creating detailed role descriptions to attract the best candidates. This was followed by designing a comprehensive training programme and hiring over 200 advisers and managers to deliver the service.
Recognising the importance of skilled leadership, we recruited top managers from various sources, including external new hires, graduates from our internal future leader’s programme, and seasoned managers from our existing team. This blend of fresh talent and experienced leadership was crucial to the success of our teams.
The implementation and mobilisation phase were a testament to our rigorous planning and execution capabilities. From recruiting highly qualified personnel to delivering targeted training, every step was carefully managed to ensure a seamless ramp-up. Our client’s feedback confirmed the success of this phase, highlighting our ability to meet and exceed expectations in delivering outstanding service.
- 200+ full-time equivalent (FTE) dedicated resources
- 20,000 complaints resolved per quarter
- +50 client Net Promoter Score (NPS)
- 43% reduction in outstanding complaints
- 70% reduction in third-party escalations to industry bodies
- 95% KPI delivery rate
- +65 employee engagement NPS
- Average tenure of 7 years
- 79% reduction in compensation spend
- 50% reduction in recurring outstanding complaints
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