Tesco Bank member visit, Glasgow

16th March 2016

Tesco Bank was launched in 2008 and provides general insurance cover for 1.8 million customers in the UK. The Glasgow contact Centre is home to 200 colleagues handling both sales and service enquiries.

The team members are measured against customer satisfaction and efficiency KPI’s. They passionately believe that service is a key differentiator and therefore minimising customer complaints is very important to them.

The team recently integrated the customer complaints and customer experience functions within their front-line management structure and have seen great successes driven through increased capability and accountability.

The ‘good practice’ topic for this member event is: Transforming Complaints Management

The team will share with you their approach to changing their complaints model, the results they have seen to date and their lessons learnt along the way.

This event will be of interest to: Complaints managers, Contact Centre Managers, Team Managers, Customer Experience Managers Business improvements managers

The timings for the event are:

9.00am – 1pm