Openreach customer service

The Customer Service Programmes team is the “voice of the customer”, championing excellent service for them and their customers.  The team is responsible for the service relationship with all of Openreach’s major LLU customers, including the project management of many of our customers’ major programmes.  The team also has service management responsibility for the fulfilment and assurance of the Openreach LLU co-mingling and Ethernet portfolios.

The Service Management team aims to deliver great service through the fulfilment of new orders and the assurance of our existing customers through its Service Management Centres. Its aim is to deliver the highest standards of service in an equivalent way to all of Openreach’s customers.

The Service Management organisation also provides jeopardy management through Routing Solutions for all the products in the Openreach portfolio and is responsible for porting customer telephone numbers between CPs through Migration Services and for providing Address Matching Services.

The Customer Service Planning team helps Openreach’s customers (the CPs) achieve their goals. It uses service reviews and service improvement plans to identify, record and discuss service concerns, successes and CP projects and work with the Openreach business improvement and project communities to champion CP issues and to communicate Openreach improvements.

The Business Intelligence and Customer Satisfaction organisation provides a range of professional services to the operational units – not just within the service organisation, but across the greater Openreach community. The team ensures that people who deal with customers have all the necessary support, tools and information they need to drive through excellent customer service.

The Customer Issues team deals with all complaints about Openreach services or products and any high level customer escalations, complaints and issues. 

Effective complaint handling is a sign of an excellent customer service organisation and the team is constantly striving to improve its quality of handling and speed of resolution.

The team also generates root cause analysis on the reasons for complaints and escalations. This data provides a valuable insight into improvements required to processes, products and service across the Openreach organisation which will reduce failure and improve customer satisfaction, and the team takes a leadership role in sponsoring such initiatives.