Improving Customer Experience through Complaints Champions Training

Published: 2/3/2025

Last week, our Customer Voice Team led training for our new Complaints Champions Group, aimed at enhancing our customer feedback process. This training session equipped our Champions with the skills to effectively guide customers through the formal complaints process.

Our Complaints Champions will be instrumental in reviewing customer complaints, offering valuable feedback and support. This initiative aims to streamline the process, ensuring customers can easily share their concerns so we can efficiently resolve any issues raised.

Rebecca Hill, our dedicated Customer Experience Team Member, led the informative training, providing our new Champions with the tools and knowledge needed to excel in their roles. The session received positive feedback from participants, one Champion shared their delight:

“The team were wonderful! The session was incredibly informative and provided a clear understanding of the procedure of the complaints process.”

Another participant expressed excitement:

“Going forward, it should be a very interesting group to be part of, there a lot to take in at the minute but it will get easier.”

Do you want to become an involved customer?

Our Customer Voice Team offers a range of flexible involvement opportunities for all our customers. Whether you only have a few minutes or a few hours to commit, we have a role for you!

Explore the diverse opportunities available and discover how you can actively shape our services. Visit https://ovh.org.uk/get-involved/become-an-involved-customer/ to learn more.

Ready to get involved? Register your interest today! Call 0300 365 1111 or email getinvolved@ovh.org.uk.