Supporting a leading bank to manage a significant increase in complex customer queries

The Challenge:

The client needed rapid deployment of a large, skilled workforce to manage complex customer queries from vulnerable customers. The solution had to be mobilised quickly, delivered remotely, and maintain resilience and quality under regulatory scrutiny.

The Solution:

At short notice, Huntswood redeployed 500 resources and recruited an additional 300 skilled financial services professionals, all with previous banking experience and expertise in supporting vulnerable customers. This brought the total to 800 FTE deployed.

To ensure speed of deployment, we converted our Liverpool operational site into a training centre and delivered all training and route-to-competence remotely using Huntswood trainers and operational staff. Within four weeks, all resources were equipped with laptops and headsets for secure home working.

We implemented robust governance structures, virtual communication methods, real-time coaching, and consistent spans of control to ensure quality and resilience. At full capacity, the operation included 46 team leaders, 46 quality specialists, 6 operational managers, and 702 telephony agents. Low attrition levels demonstrated the strength of our approach and resource quality.