SESSION INFO

City Suite 1

1450 – 1520

Complaints Transformation in BT Business and Public Sector

BT B&PS recognized in 2016, that our approach to customer service had to change. When things went wrong we were not giving our customers the service they deserved. We listened to calls, we listened to our customers, asking them directly how we could make their experience better. We listened and we changed. They told us they wanted us to: take ownership of problems provide a speedy fix and they wanted us to care. We completed extensive analysis on complaint drivers and we worked with a company called Blue Sky to conduct a comprehensive diagnostic of the business. We looked at our top performers to develop nine key advisors skills, which were pulled together in a Blueprint so we could share what good looked like to improve performance across the estate. Any transformation for customers requires investment and belief in our people. We left no stone unturned and have totally transformed our ways of working to exceed our customer needs by introducing a leader led solution and empowering our workforce. Simply put, the results have been phenomenal.

PRESENTER INFO

Amanda Redhead

Business Complaints and Operational Excellence

A transformational, award winning leader with a reputation for success. I deliver outstanding results through strong leadership and by putting the customer experience at the heart of change. I have over 15 years’ experience in senior leadership roles within a large scale multi-national organisation, leading teams of up to 1500 people to exceed key performance targets and deliver regulatory governance. I have initiated and delivered many key strategic programmes of significant importance from a customer experience, regulatory and cost reduction perspective resulting in multi-million pound benefits Skilled at building strong internal and external working relationships and developing others I am confident dealing at all levels within an Organisation. I also have extensive experience in Learning and Development, having led teams of L & D professionals to deliver end to end learner journeys which have a positive, measurable impact on the delegate and the business.

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