SESSION INFO

City Suite 1

1035 – 1120

Complaints – Understanding what your customers really want

Our experience, as an ombudsman, of dealing with complaints about our own organisation

PRESENTER INFO

Claire Churchill

Customer Relations Manager

Claire is a graduate of the University of Warwick and qualified as a solicitor in 2005, specialising in family law and private client work. Her career in complaints started in 2003, when she began working for the Legal Services Ombudsman as an investigator, assessing the complaint handling of firms in the legal sector. She moved to a regulatory role at the Solicitor Regulation Authority in 2006, where she dealt with high profile complaints of misconduct against solicitors. Claire has subsequently had senior investigation and adjudication roles at the Office of the Adjudicator for Higher Education and the Pensions Ombudsman, where she helped set up a quality assurance function. Since joining Ombudsman Services in January 2014, Claire has led the internal service complaint function and became customer relations manager when the post was created at the end of 2016. She has a keen interest in customer experience innovation as well as learning the lessons from and understanding consumer feedback.

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