Our Complaints Handling Solution at a Big 6 Energy Firm
Our client, a Big 6 Energy Firm, experiences a surge of servicing complaints during the winter period each year. Previously they had employed experienced Complaints Handlers who were effective, but found the work too basic and also came with a high day rate. They were interested in how they could achieve a flexible resource, reduce cost, and also identify potential permanent hires within a ‘trial’ period – essentially an extended interview. Here’s how Grovelands approached this need, and successfully incorporated a team of people who completed the project to a high standard, and saved the company money.
We had a number of discussions with the various heads of Operations around how Grovelands could supply Graduates with 1-2 years’ commercial experience. This approach would half their annual contractor spend, but would demand a slightly longer route to competency and more support initially. We agreed an intake of 62 Graduate Associates in phased ‘drops’ for a 6 month project. In addition to this, we spent time with the Graduates describing the permanent opportunities that were available to them which would be highly dependant on individual performance.
We brought an initial team on-board in Glasgow and the Midlands, but the firm quickly ran out of space and we shifted our resourcing focus to creating new teams on a third site. We also assigned a Relationship Manager to co-ordinate the logistics over multiple sites which our client did not have the resources for. The firm were nervous about leavers and we agreed that we would build a ‘bench’ of Graduates who were available, referenced, and ready to start. In practice this wasn’t required as this winter was largely benign and the firm was not greatly affected by the floods. The numbers were reviewed and we were asked to work with the leadership team to ramp down. We jointly agreed a plan to review the Graduates and agreed exits against productivity numbers. It was important that this did not create anxiety across the teams, and our Relationship Manager cascaded this message sensitively and professionally.
Grovelands is experienced at providing firms with similar solutions that are tailored to each firm’s business needs, contact us today for more information.