Contact Centres

Customer Relations

Customer Relations operate over two different sites located in Birmingham and Gloucester. The team comprises approximately 136 Partners dedicated to helping their front line Partners’ resolve as many complaints at first point of contact as possible and taking over the more complex cases to work themselves. Our aim is to continually reduce the things which cause our customers to complain, but when they do complain we ensure the customer gets the right outcome as soon as possible. As such, our Partners are also supported by a number of areas:

  • Procedures Helpdesk and Online Procedures Authors
  • Root Cause Analysis
  • FOS Liaison
  • MI
  • Business Delivery
  • Relationship Management
  • Communications 

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