Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in.

Published on 09 February 2024

Complaints Handling

Next Date TBC

This small discussion group is the chance to share experiences and explore best practice in customer complaints functions across all verticals – regulated and unregulated.

In this first session of our complaints networking group, we will be exploring best practice in complaints management and hearing from Simon Scott Customer Relations Manager at DAS UK Group who will be sharing some of the great work that they are doing. This will be followed by a group discussion with a chance to share ideas, ask questions, discuss challenges and grow your network.

In the following two networking groups we will be doing a deeper dive into:

Complaints reduction – How do you identify the causes of complaints and what actions do you take to reduce these.
Vulnerability and changing consumer sentiment – How are consumer, industry and regulator expectations evolving.

We send Outlook invites for these groups so your email will be shared with other members of the group.