City Suite 1

1405 – 1435

Thomas Cook’s transformation journey to deliver a Centre of Excellence for customer complaint handling.

In 2016 we embarked on a transformation journey to deliver a Centre of Excellence for customer complaint handling. Customer Relations (CR) are the last touch point in our customer͛s journey an average complaint handling of 48 days, low First Contact Resolution (FCR) and Customer Experience Scores (CEX) of 35% failed to deliver the level of customer experience required to retain customers for life and support delivery of our vision and strategy. The transformation was delivered over 18 months and is embedded into the DNA of the teams. The entire function was transformed ensuring customers are at the heart of decisions. Quicker complaint resolution, seamless handovers from in destination teams, rewriting ways of working, implementing E2E case ownership, calling customers about their complaint and empowering colleagues to do the right thing for customers have all driven positive change. We used customer and colleague feedback from focus groups to deliver a 3 month programme of training with development of evidence and empowerment toolkits to support FCR and speedier resolution. CR is at the heart of the business with feedback loops across departments striving for the same outcome. Our ambitious target to reduce complaint handling to 14 days is being achieved. FCR has increased to 52% and CEX performance has increased to 90%. In addition, we have reduced our complaint cases by 10% and complaint resolution costs by 15%. The transformation was delivered to plan and within budget. As customers expectations evolve, we continue to evolve using customer and colleague feedback to drive continuous improvement.


Susan Wilkinson

Head Of Customer Relations

A high energy and results-driven professional with over 15 years’ customer service experience in a senior managerial capacity. Excellent planning and organisational skills result in the optimum functioning of the department and the consistent achievement of customer service standards. Proven interpersonal and motivational ability ensure a strong team approach and the attainment of maximum performance levels and productivity. Responsible for the introduction of a number of successful customer service initiatives resulting in improvement in customer satisfaction rankings. A dedicated manager with the ability to obtain outstanding results in a challenging environment. A respected leader who adapts quickly and effectively to new environments and concepts and is pro-active in seeking innovative solutions to resolve challenging issues. Adept at working at, and reporting to, Executive Board level on a regular basis. Ability to motivate and influence key stakeholders within global organisation.