2016 Symposium Speakers

Neil McColl

Customer Service & Dispute Resolution, Yarra Valley Water

Biography

Neil has managed Customer Service and Dispute Resolution operations for over 25 years. His experience includes senior roles in both the private and public sectors with a diverse range of companies such as National Mutual, AMP, QBE, Coles Group. Peninsula Health Network, SP AusNet and Yarra Valley Water.

Neil has established several best practice complaint management functions from inception and has overseen the development of powerful complaint reporting and root cause capability. In Neil’s current role he has overseen a 50% reduction in Ombudsman complaints in 12 months and is on track to reduce complaints by another 30% in the current financial year.

Neil is a passionate consumer advocate for the right to a positive service experience and a minimal effort, fair and reasonable dispute resolution process. Whilst recognising the importance of external dispute resolution bodies and Ombudsman schemes, Neil believes their very existence demonstrates the failure of internal resolution practices and processes for many service providers. He sees an ongoing need for many companies to improve their customer engagement and truly put the customer ‘at the heart’ of everything they do.