Providing operational resilience for the Ombudsman Service

The challenge

The Ombudsman Service exists to support consumers and businesses operating in the heavily regulated energy and communications sector. They resolve disputes between consumers and companies when the consumers' issues have not been resolved within 8 weeks of the consumer raising a grievance. As a result, this has meant that there is a high degree of volatility with volumes and a range of complexity for which the Ombudsman required a reliable partner to support.

The solution

We deploy upto 150 home based Investigation Officers covering a range of skillsets to manage fluctuating workloads that vary in complexity across multiple workstreams, most of which are still active today after over a decade of service.
Our Managed Service is delivered entirely remotely from the 100% virtual onboarding, induction & training processes through to BAU. We also wrap around support services incorporating Operational Management, Quality Assurance, Training, Subject Matter Experts and Technical Experts.

The outcome

Demand for our support has varied dramatically over the life of the relationship, from 25 up to 150 people which has allowed the Ombudsman Service to facilitate varying volumes of disputes whilst maintaining its service levels to consumers and businesses. During the initial lockdown period as part of the Covid-19 pandemic, there was a need for the Ombudsman Service to migrate a large part of its core Operation to home working. We ramped up our operation to support this transition, helping to limit the impact on service levels during this unprecedented time.

• 100%

  Home based delivery

• 10 years

  Length of relationship

• 25-150

  Number of resource deployed