BEST COMPLAINT HANDLING TRAINING
GOLD WINNER Wessex Water in partnership with The First Word
Every word matters' is Wessex Water’s new approach to writing to customers in a warm and empathetic tone. The training’s helped us resolve more complaints first time round, in language our customers understand – and it’s empowered our teams to make better connections in those moments that really matter.
SILVER WINNER Zurich Insurance PLC
BRONZE WINNER Capita PLC
FINALISTS
Zurich Insurance Plc
Teleperformance D.I.B.S.
Capita PLC
Dwr Cymru Welsh Water Retail Services
Wessex Water in partnership with The First Word
BEST USE OF CUSTOMERS INSIGHT & FEEDBACK
GOLD WINNER One Vision Housing
Our Customer Complaint Auditors initiative empowers and equips our customers to improve our complaint handling process and have a meaningful impact in shaping the services we deliver. Placing our customers at the heart of this process has already delivered performance improvement and provided fresh insight into what our customers want.
SILVER WINNER Vitality Health
BRONZE WINNER HSBC UK PLC
FINALISTS
Checkatrade
Affinity Water
VitalityHealth
HSBC UK PLC
One Vision Housing
lastminute.com
CUSTOMER RELATIONS & REMEDIATION
GOLD WINNER Capita PLC
Delivering a bespoke remediation programme for a major UK bank, we used our insight and analytics capabilities to ensure the right levels of compensation were paid to customers through consistent and fair treatment strategies appropriate to the issue at hand.
FINALISTS
HSBC UK PLC
Capita PLC
CUSTOMER INSIGHT STRATEGY
GOLD WINNER Firstsource Solutions UK Ltd
SILVER WINNER Affinity Water
FINALISTS
Firstsource
HSBC UK PLC
Affinity Water
lastminute.com
BEST OUTSOURCED COMPLAINT HANDLING
GOLD WINNER The Sigma Financial Group
Sigma is a leading provider of White-Label Outsourced Contact Centres, Training and Consultancy services to leading brands in the Utilities, Financial Services, Retail and Public Sector. Expertise include: Complaints Handling, Collections, Customer Services, Services for Vulnerable Customers and Dispute Resolution. We deliver exceptional customer experiences at a competitive cost.
FINALISTS
Firstsource
The Sigma Financial Group
Tech Mahindra/Three/Hutchinson 3G
INNOVATION IN COMPLAINT MANAGEMENT
GOLD WINNER HSBC UK PLC
We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.
SILVER WINNER Capita PLC
FINALISTS
Checkatrade
HSBC UK PLC
Turkcell Communication Services
Capita PLC
INNOVATION IN COMPLAINT MANAGEMENT - IMPROVED PROCESS
GOLD WINNER Business Stream
When our customer numbers doubled in 2017, our Customer Experience team were faced with the challenge of maintaining excellent standards in complaints management without increasing cost to serve or customer resolution time. The team led the complaints journey transformation, making us market leading performers and improved customer experience by 35%.
SILVER WINNER Vodafone
Finalists
Vodafone
NHS Property Services Ltd
Business Stream
Johnson Controls
COMPLAINT MANAGEMENT PROCESS B2C
GOLD WINNER Vitality Health
A positively different insurer, VitalityHealth used innovative customer insight methods to improve its complaint journey, significantly increasing speed of resolution, focusing on fair outcomes to enhance customer experience.
SILVER WINNER HSBC UK PLC
BRONZE WINNER The Consumer Council for Northern Ireland
Finalists
The Language Shop Ltd
VitalityHealth
HSBC UK PLC
Northern Trust
The Consumer Council for Northern Ireland
PRODUCT & SERVICE IMPROVEMENT
GOLD WINNER HSBC UK plc
We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.
Finalists
HSBC UK PLC
Morses Club
MOST EFFICIENT COMPLAINT HANDLING
GOLD WINNER Yorkshire Building Society
Colleagues working together have achieved great results for our customers and our business, making a difficult process efficient and more cost effective.
SILVER WINNER HSBC UK plc
BRONZE WINNER Checkatrade
Finalists
Checkatrade
Teleperformance D.I.B.S.
HSBC UK PLC
Dwr Cymru Welsh Water Retail Services
Yorkshire Building Society
MOST IMPROVED COMPLAINT HANDLING
GOLD WINNER NHS Property Services Ltd
NHS Property Services had a mission to improve customer service by standardising the customer route into the organisation, improving responsiveness and raising its CSAT score. After detailed planning, intensive stakeholder engagement and comprehensive staff training, their customer support centre started in July 2017. It has now dealt with 30,000 phone and email queries. The project exceeded its original targets, transformed the business and is driving a focus on customer service throughout the organisation.
Finalists
UK Power Networks
The Outside Clinic
Johnson Controls
NHS Property Services Ltd
MOST IMPROVED COMPLAINT HANDLING - CUSTOMER CENTRIC
GOLD WINNER United Utilities
Service Recovery are a team who have changed the way they operate leading to a significant reduction in complaints – being proactive, responding quickly , learning from the insight are key elements of the changes.
SILVER WINNER Business Stream
Finalists
HM Courts & Tribunals Service in partnership with The First Word
Vodafone
United Utilities
Business Stream
LiveWest
MOST IMPROVED COMPLAINT HANDLING - FINANCIAL SERVICES
GOLD WINNER HSBC UK plc
We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.
SILVER WINNER Vitality Health
BRONZE WINNER Morses Club
Finalists
PiggyBank
Zurich Insurance Plc
HSBC UK PLC
Morses Club
VitalityHealth
PRO-ACTIVE COMPLAINT HANDLING
GOLD WINNER United Utilities
Service Recovery are a team who have changed the way they operate leading to a significant reduction in complaints – being proactive, responding quickly , learning from the insight are key elements of the changes.
SILVER WINNER The Consumer Council for Northern Ireland
Finalists
Teleperformance D.I.B.S.
HSBC UK PLC
United Utilities
The Consumer Council for Northern Ireland
COMPLAINT HANDLING PROFESSIONAL
GOLD WINNER Jodie Lewis - Morses Club
Jodie Lewis joined us as an experienced complaint handler but has shown through her hard work and commitment that you can make a difference above and beyond. She has successfully sourced and integrated a new complaints system, been pivotal to our BSI 10002 accreditation and duly promoted to Team Leader.
Finalists
Morses Club (Jodie Lewis)
Yorkshire Building Society
The Language Shop Ltd
COMPLAINT HANDLING LEADER OF THE YEAR
GOLD WINNER Sally Ainsworth - United Utilities
Service Recovery are a team who have changed the way they operate leading to a significant reduction in complaints – being proactive, responding quickly , learning from the insight are key elements of the changes.
Finalists
Morses Club (Ben Smith-Milne)
Zurich Insurance Plc
United Utilities
BEST COMPLAINT HANDLING TEAM OF THE YEAR
GOLD WINNER Tech Mahindra / Three / Hutchinson 3G
SILVER WINNER United Utilities
BRONZE WINNER Business Stream
Finalists
Tech Mahindra/Three/Hutchinson 3G
Teleperformance D.I.B.S.
United Utilities
Leicestershire County Council
Business Stream
The Consumer Council for Northern Ireland
BEST COMPLAINT HANDLING TEAM OF THE YEAR - FINANCIAL SERVICES
GOLD WINNER HSBC UK PLC
We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.
SILVER WINNER Zurich Insurance PLC
Finalists
Zurich Insurance Plc
HSBC UK PLC
Morses Club
Yorkshire Building Society