FDM Group Limited, Cottons Centre, London
01223 911755


09:30 - 09:50


10:00 - 10:40


Avis Rhodes Head of Customer Service Ros GarciaCustomer Relations Manager Nina MaanTraining Consultant from Accelerator
Customer satisfaction went from 19.7% to 62%

East Thames is one of the biggest providers of affordable housing in East London and Essex. They own and manage 15,000 homes as well as providing care and support services for their tenants. With such an important role to play, the company needed to improve its customer satisfaction rate of 19.7% and reduce complaints.

This presentation will uncover how East Thames took action to develop their approach- placing resolution, opposed responding alone, at the heart. Find out how a ‘lean’ review helped to streamline the complaints procedure and “Licence to resolve” training educated employees in generating solutions to challenging situations. Incentives for employees to go the extra mile is just one way this organisation has rejuvenated their customer rapport.

Listen to Avis, Ros and Nina explain more award-winning ways this organisation improved customer satisfaction to 62% with complaints reducing from 945 per annum to 112 in just six months.

  • Winner (East Thames Ltd in partnership with Accelerator Solutions) UK Complaints Handling Awards Not for Profit or Charity
  • Overall Winner - Customer Service Training Programme of the Year 2013 (Family Mosaic)
  • Customer Service Training Programme of the Year 2013 (Family Mosaic)
  • Customer Service Training Leader/Mentor of the Year 2012 (Family Mosaic)
  • Customer Service Training Team of the Year 2011 (public sector – Family Mosaic)
  • Customer Service Training Team of the Year 2010 (public sector – Family Mosaic)
10:40 - 11:10


11:10 - 11:50


Janis HamblingOperations Manager Customer Relations
How strong leadership reduced customer complaints by 70%

Janis Hambling, Operations Manager at Yorkshire Building Society will be sharing her secrets behind how her strong leadership has resulted in a 70% reduction in the number of complaints received in just two years.

The Customer Relations Team was undergoing a transformation to deliver a complaints approach that met regulatory requirements and delivered the company’s vision of being the most trusted financial services provider in the UK. Through empowering colleagues to deliver great outcomes for customers, Janis’ award-winning leadership delivered on the required regulatory changes, reducing their pipeline of complaints from over 2,000 to just 300.

If you’re leading a customer relations team, join Janis and find out how great root cause analysis and moving towards a culture that gives customers the benefit of the doubt has restored and strengthened trust for Yorkshire Building Society.

  • Winner at UK Complaint Handling Awards 2017 - Leader category
12:00 - 12:40


Stephen Yap Head of Customer Services

Customer experience is shaped by expectations. Therefore, to satisfy customers requires not only the delivery of a good experience, but expectations management. In this presentation Stephen will discuss the significance of expectations, why company effort is as important as customer effort, and will share research which reveals that brand equity and customer experience are inseparable.

12:40 - 14:20

Lunch and Networking

Enjoy lunch and a further opportunity to chat about the day with presenters and professionals.

14:20 - 15:00


Claire CarrollHead of Member and Customer Services
Empowering colleagues to provide customer-focused resolutions

2014 was a challenging year for the COOP with losses amounting to £2.5bn, so Claire Carroll, HEAD OF MEMBER AND CUSTOMER SERVICES, was appointed to lead the team through a period of transformation and is here to share her award-winning initiatives with you.

Claire empowered advisers to provide customer-focused resolutions including removing previous refund limits and creating an Amazon account so anyone could purchase a bespoke and personal gift to say ‘sorry’. Through these initiatives and building the team, colleague engagement has increased from 65% to 85%.

Join Claire to discuss how she tackled the fundamental issues holding the contact centre back, with multi-award winning results.

  • Winner at UK Complaint Handling Awards 2017 - Dispute Resolution Professional
15:00 - 15:30


15:30 - 16:10


Joanne Brown Customer Resolution Manager Lucy Stringer Customer Services Representative
Making complaining easy: providing customers with a single point of contact doubles Net Promoter scores

Joanne Brown, Customer Resolution Manager, reveals how TNT scooped the Complaint Team of the Year award with their comprehensive turnaround strategy launched in 2014 to provide a more responsive approach to handling complaints.

This really is a transformation story not to be missed. From a point at which TNT’s Net Promoter Score was just 9%, now a dedicated team means complaints are now seen as an opportunity to create brand loyalty rather than an unwanted interruption to day-to-day business.

Through making routes to complain (and ultimately resolve) easy for the customer to find and engage with, Net Promoter scores have almost doubled and the amount TNT is paying in compensation has fallen dramatically thanks to speedy resolution.

Don’t miss your opportunity to ask Joanne your questions at this insightful presentation.

  • Winner at UK Complaint Handling Awards 2017 - Complaint Team of the Year - Services
16:10 - 16:50

Henley Business School

Professor Moira Clark Professor of Strategic Marketing
Making it easy to be a customer

How organisations are developing complaint handling and resolution strategies that are transforming top line and bottom line performance.

16:50 - 17:00