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In this third and last session from our three-part series, we look at the Consumer Duty and what it means for our colleagues and the skills they need when handling customer complaints.
The Financial Conduct Authority (FCA) has made it clear that our colleagues and teams play an essential role in our ability to meet their growing expectations. And that as leaders and managers, it is our responsibility to make sure that we have the right levels of resourcing, with the right people, working in the right roles with levels of knowledge and skills that go beyond the technical - into something a lot more customer service led.
Having the right people handling customer complaints is a given but it’s harder than it sounds to achieve. There are some real challenges firms are facing right now. First, the role of a complaints handler is not for everyone. Not everyone can do it well. Second, firms are reporting that it’s becoming increasingly difficult to attract and retain the right people into these roles. This combination, along with people (and sometimes firms) not seeing the role as a career, is putting an additional strain on an already stretched resource.
So, if we are to meet the FCA’s expectations, we need to make sure that we invest in our people and our complaint handling functions.
In this session, we look at the make-up of our teams and the regulator’s expectations around customer service and the skills colleagues need. We also explore the impact of empathy and normalisation fatigue and what we can do to ensure our colleagues to stay engaged, curious, interested and feel rewarded and valued.
Each informal and in-depth session uses a combination of consultant input, knowledge sharing and talking through real-life situations. You’ll have the space to share thoughts and experiences in a safe, supportive environment and the time to talk openly with others about the challenges we can all face in influencing a firm-wide positive culture around complaints.
To do this, we keep the group to a maximum of 12 people. You can book the sessions individually or as a series. The cost is £1200 for members and £1550 for non-members if you book them as a series.
By the end of the session, you will:
Session 3 – Our People
In this session, we look at our people and the skills they need to comply with the FCA’s expectation under the Consumer Duty, including:
Independent Advisor, Quibble
Caroline's background has always been in customer service and experience - and with that she's gained decades of experience in: dispute resolution, co...
Caroline's background has always been in customer service and experience - and with that she's gained decades of experience in: dispute resolution, consumer vulnerability and accessibility. Not a trainer in the traditional sense of the word, Caroline brings her real-life, current, and very practical experience to the group to share and spark conversation.
Today, Caroline works directly with firms and organisations across the private and public sector on all things customer service related. She also holds several appointed roles, these include:
This series is aimed at people who manage and/or have operational and strategic oversight for complaints handling and customer service functions where customer complaints can happen.
This includes:
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