Description
This award recognises a high-performing Complaints Team that uses customer feedback, insight and expertise to resolve issues, improve customer outcomes and drive positive change across the organisation.
The team should demonstrate a clear strategy for managing complaints effectively whilst working collaboratively with the wider business to reduce complaint volumes, improve resolution times, enhance customer journeys and deliver sustainable service improvements.
The nominated team should describe the most significant contribution they have made during the previous 12 months and demonstrate the difference it has made through complaint management, customer advocacy and organisational improvement.
The winning team will have demonstrated outstanding achievement against some, or all, of the following criteria:
Achievement & Contribution
• Delivers an effective complaints management strategy that supports both customer outcomes and organisational objectives.
• Operates within defined service standards, regulatory requirements and governance frameworks.
• Uses complaint insight to identify root causes and drive improvements across the organisation.
• Challenges processes and ways of working to improve customer experience and operational performance.
Impact
• Delivers measurable improvements in complaint handling, customer satisfaction, resolution times or customer outcomes.
• Demonstrates a positive impact on customer journeys through service improvements and process changes.
• Provides evidence of reduced complaint volumes, reduced redress, improved quality or enhanced operational performance.
• Clearly demonstrates how complaint insight has influenced decision-making and delivered sustainable business improvements.
Collaboration & Teamwork
• Works effectively with frontline, support and operational teams to identify and address customer issues.
• Builds strong relationships across the organisation to influence change and improve outcomes.
• Shares insight, learning and best practice to support wider business improvement.
• Creates a positive, engaged and high-performing team culture.
• Demonstrates a genuine commitment to supporting and developing colleagues.
Innovation & Differentiation
• Introduces new ideas, approaches or ways of working that improve complaint management and customer outcomes.
• Uses customer insight creatively to identify opportunities for improvement.
• Adopts best practices and learns from other organisations or sectors.
• Acts as a role model for professionalism, customer advocacy and continuous improvement.
The strongest entries will demonstrate not only excellence in complaint resolution, but also measurable impact, strong collaboration and a clear contribution to improving customer experience and organisational performance.