The challenge

Our client, a FTSE100 energy business had been inundated by seasonal complaints resulting in a large backlog. They needed to mobilise a team of experts to respond to their customers fast, to resolve their dispute and to prevent any reputational impact associated with issues being escalated to the Ombudsman.

The solution

  • Davies Resourcing worked closely with our client to design a bespoke operational solution focused on enhancing Customer Satisfaction and reducing the Complaints Backlog
  • We mobilised a team of 90 specialist complaint handlers screened for both sector knowledge and cultural fit, they were ready within 4 weeks of the request for help
  • We put this team through a stringent route to competence framework
  • We also provided a management capability through Team Leaders, QA specialists and Operational Leadership
  • Beyond providing resource, we provided day to day management of the operation and provided regular MI updates to ensure full transparency

The outcome

94% - the pass rate on the Quality of Customer Outcomes

18,739 – the number of complaint resolutions (within 6 months)

10,727 – the number of complaints resolved over 8 weeks old

26,432 – 3,126 – Volume of complaints in the queue (within 6 months)

85 – the number of positive customer feedback emails we received

  • 94%

    Pass rate on the Quality of Customer Outcomes

  • 18,739

    Complaint resolutions (Within 6 months)

  • 85

    Positive customer feedback emails we received

David Leen

Client Director

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" Close oversight and a strong cultural fit has ensured the right customer outcomes!"