SIG – Complaints Management: November 2025

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SIG - Complaints Management: November 2025

The theme for this seminar is:

If you are running a complaints team and want the opportunity to share your current challenges with industry colleagues, then we invite you to join this event.

These round table events include presentations from industry experts sharing insight and research, member case studies and round table discussions.

As always, they provide you with the opportunity to share ideas and benchmark your own organisation against other member organisations.

Come join us.

Agenda

Topic: Transforming Resolution: Practical Insights and Proven Impact

12:00 – Welcome & Introductions 

  • With Kate Knowles, Services Director, CCMA 
12:10 – Delivering Excellence in Resolution 

During this session Nas will share the vision of Delivering Excellence in Resolution, championing a resolution first mindset through ownership, building trust and providing simplicity for customers.

The mission at OVO is to be No1 for Resolution Experience by 2027. A lot has been achieved already – here are just a few highlights Nas will spotlight:

  • The Ombudsman complaints team reviewed processes to focus on early resolution and cross-functional collaboration to prevent remedies from becoming overdue. This led to a reduction in overdue remedies from 19% to 4% in 2024, now under Ofgem’s target.
  • Cultural and process improvements not only enhanced service and complaints experiences but also reduced costs by 26%, amounting to £6M.
  • Innovative resolution strategies significantly improved the customer experience, evidenced by a 67% reduction in ombudsman complaints and a 26% decrease in outstanding complaints.
  • These improvements drove the top box customer satisfaction score to 53%, while achieving £6M in cost savings through a 26% budget reduction.

 

  • With Nas Hafeji, Head of Digital & Customer Resolution, OVO 
12:40 – Time to Reflect 

Our reflection session is a valuable opportunity for members to come together, share insights, and spark fresh thinking around enhancing customer resolution. During this session, we invite you to explore the following key topics:

  • Organisational Culture Focused on Customer Resolution: Do you have a culture within your organisation that is focused on customer resolution? How does this work in the real world? Sharing real-life examples can help others understand the practical application of a resolution-focused culture.
  • Best Initiatives for Improving Customer Resolution: What is the best initiative you have delivered to improve customer resolution? Discussing successful initiatives can inspire others to implement similar strategies in their own organisations.

This session is more than just a conversation, it’s a collaborative space to exchange ideas, gain inspiration and uncover innovative approaches to customer resolution. Let’s use this time to learn from one another and ignite positive change within our organisations.
13:15 – AOB & Close 

  • With Kate Knowles, Services Director, CCMA 

Supported by

Where and when?

Date: Tue 18 Nov 2025

Time: 12:00 - 13:30

Location: Online

Who is it for?

Managers who are responsible for complaints in the contact centre. Members only.

How much is it?

Free for CCMA members

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