Our experience at major airports suggests that the way complaints are handled and the respect and information the community is given are the most effective ways to build community support and trust.
Complaints & Helpdesk Services
Every interaction with stakeholders is an opportunity to make things better. Complaints are a chance to learn and improve. Our Complaints and Helpdesk team provide outsourced complaints handling and customer response services to the aviation, transport, construction and community relation sectors.
We provide a flexible, low cost and high quality service for handling complaints, information requests, appointment scheduling and stakeholder engagement.
How we do it
We are experts in handling complex complaint situations with empathy and understanding, and have proven experience in managing large and volatile workloads. We can work with your team to develop a bespoke plan, incorporating some or all of the following services:
Helpdesk & Complaints
We manage all calls, providing 1st and 2nd line support, along with social media monitoring, case response design and complaint investigation. We provide business insight through expert analysis of the data we gather.
Community Engagement
We schedule community appointments, with door-to-door and community group visits. We generate case studies and manage stakeholder relations.
Quality & Systems
Our team is UK-based and flexible up to 24/7 cover. Our services are tailored to your needs, including call recording, out-of-hours voicemail and advanced cloud systems.
Why Use Us?
We differentiate ourselves through our people. Our team are highly skilled, well-trained and knowledgeable. Acting as an extension of your business, we work with you to generate business intelligence from customer contact, pro-actively developing the service offered to constantly improve effectiveness, efficiency and user experience.
Download our brochure outlining our community engagement services here.
We'd be delighted to have a conversation about how our complaints and helpdesk services can help your business. You can get in touch here.
Independent experts
An independent and dedicated team, experienced in managing community response for large scale, contentious issues - complaint handling is what we do, handling 8000+ cases per month.
Cost &
flexibility
We handle community response and complaints handling on your behalf, giving you a predictable service at an agreed cost, with the flexibility to react to changing requirements.
Consultancy mindset
As an experienced consultancy practice, we go beyond complaint handling - we analyse data, identify trends and make recommendations to improve customer satisfaction and business performance.
Business
insight
Building business intelligence & gaining insight - we link you to the market and your community, along with interpretation of ‘the story behind the data’ and its impact.
We'd love to hear from you
How can we add value to your project? Is there something we can help you with?
London: 0203 176 7909 Hove: 01273 696 887 Manchester: 07711 009 794 [email protected]
