Utilities

We navigate regulatory complexities, leverage deep industry insight and draw from our wealth of experience, to tailor solutions that exceed customer expectations in the utilities sector

In a marketplace which has been significantly unsettled, we understand the commitment needed from a partner to ensure customer advocacy and retention is built and not lost or degraded. Trust is and will continue to be paramount for utility providers, their suppliers and their clients. Both now and in the future as the market continues to work through the present challenges whilst still addressing the immediate needs of its customers to an exceptional standard.

Our expertise

Our deep industry and operational insight gained through supporting clients in regulated industry, provides us with the foundation to continuously fine-tune our strategies and operations, enabling us to remain agile to our clients needs and their customers’ expectations or challenges.

Strategic partner

As your partner, our expertise in this sector will allow us to craft a tailored solution to meet your unique set of requirements. We recognise this differentiates from business to business and we seek to understand you and build in your specific needs, the needs of your customers and your aspirations without compromising on quality or commercial principals. We will support you in the correct servicing of your clients in a way which solidifies your brand’s credibility within the market.

Underpinning this supportive approach is our ability to translate and navigate your regulatory obligations. We ensure compliance while maintaining integrity, fostering transparency, and building trust with both customers and regulatory bodies.

We recognise the key priorities of utilities companies and collaborate closely with our clients to address customer service challenges stemming from various factors

Retention & Advocacy

Handling customer interactions in a way which enhances the experience and improve retention. We will adopt tried and tested methods to support you in gaining an advantage over your competitors.

Flexibility

We provide for a uniquely flexible approach in our operating model with multi skilled resource, a tenured and experienced leadership team and commercial principals that flex with you.

Collections and Billing

We recognise the complexities of outsourcing this business area and we work with you to ensure its upstream and downstream impacts are positive for you and your customers.

Pay-as-you-go

Tailored approach to customer servicing & complaints (billing, renewals, query resolution) given difference in propensity to contact, nature of engagement across pay-as-you-go vs. direct debit customers

Cost to Serve

Lower cost of acquiring and servicing customers – given mounting pressure on energy prices and the limited ability to pass through on account of price caps

Case study

Supporting the UK’s largest energy provider to clear a significant complaints backlog

Huntswood was engaged to support in clearing a backlog in complaints as well as taking on a portion of BAU work

2000

Cash handled per week

84000

Cases closed

18

Month engaged with client

118

Specialist complaint handlers deployed

What can you expect from partnering with Huntswood

Resourcing expertise

Huntswood’s team of over 30 resourcing experts, and our fully bespoke referencing and vetting capability ensures top-tier resource quality.

Insight and support

Our Advisory practice provides the insight and support you need to continue to deliver the highest quality services.

Work flexibility

Flexible working solutions empower our workforce with proven remote, hybrid and in-office options.

Workflow optimisation

Tailored case management, workforce optimisation, and workflow automation tools enable us to efficiently manage and continuously improve our clients' operations