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.

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. Iain MacKenzie, Community Engagement Service Manager, Anderson Acoustics

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?

Brighton: 01273 696887London: 0203 176 7909 [email protected]

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