Recruitment

Ensuring you have the people, processes and controls to successfully manage fluctuating levels of activity

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Achieve better outcomes

There are many factors that lead firms to outsource their operations and several considerations to work through before making the leap.

Firms are increasingly seeking a blended, flexible solution whereby specific elements of a business function are outsourced, while others are retained in-house. Here at Huntswood, we can seamlessly integrate people, processes and systems into areas where they will make the most impact.

Our considerable experience means that we understand the inherent challenges that come with operational process outsourcing and are well placed to help navigate you through this journey.

A suite of services for any operational need

Complaints handling

Support your business as usual operations or react quickly to spikes in complaints volumes to ensure you maintain excellent levels of customer service

Outcomes testing

Dig deep into the customer experience, identifying and assessing customer risks throughout the product lifecycle

Root cause analysis

Identify and resolve past issues. Also, evidence the delivery of consistent and fair outcomes for customers

Process design and review

Focus on the key drivers in your business to transform your operational processes and ensure the right outcomes are delivered at the right time and to the highest quality

Regulatory and operational training

Raise your level of regulatory compliance and / or operational efficiency, helping you get more out of business-as-usual activity

Financial crime and alert management

With a clear understanding of the threat landscape, ensure that your operation is secure

Managing Director
Major Insurance Firm

The Huntswood team has delivered precisely to brief and in a timely manner too. I have been most pleased with the thoroughness of preparation going into the project. This, combined with the obvious regulatory and strategic experience you all have has made the project a great success.

Operations Director
Leading UK Merchandise Retailer

The project has run incredibly smoothly, which reflects great planning and great commitment to pro-actively resolve any issues ... Good collaborative planning was at the heart of the operation. It primarily ensured our customers received an outstanding service but also convey confidence to regulator and all the internal stakeholders.

Client Project Lead
Retail Bank

Huntswood's people are of the highest calibre. Not only do they understand the issue from a regulatory perspective, but they know how to deliver effective training in an impactful way.

Senior Manager, Customer Service Recovery
Leading UK Retail Bank

Our challenge... has been extremely demanding and Huntswood has had to deal with a rapid upsizing of the ongoing engagements, taking the number of deployed staff from an initial 16 to 174 in a very short space of time. The hassle- free experience has been testament to Huntswood's organisational and management skills.

Head Of Training & Development, Insurance
Retail Bank

Throughout the eight months that I've worked with Huntswood I've seen first- hand how they put their customers at the heart of their business. They are a company that continues to impress, deliver and delight in equal measure.

The Huntswood difference

We offer an end-to-end service encapsulating all aspects of business processing. Or, depending on your needs, we can supplement your existing operation with ‘component’ solutions. We can provide:

Telephony

Inbound and outbound telephony and offline mailing via our dedicated contact centre and mailroom

Human resource

Expertise in process re-engineering to ensure your processes are as efficient and effective as possible

Operational excellence

We enable our workforce with in-office or remote capabilities, creating maximum flexibility without sacrificing operational excellence

Flexible working solutions

We enable our workforce with flexible in-office or remote capabilities that cater for various scenarios

Multichannel

Multichannel communication tools and processes

Case management

Case management and workflow systems to manage documents and data

Robotics

Robotic process automation integration to ensure efficient and effective workflows

Case study

The transition and transformation of 1,200 FTE outsourced operation following incumbent under performance

33% Increase

In Overall Quality Score

£17M

Savings Annually

6 Weeks

To Transition

£1M

Per Month Saving Management Costs
Read our case study

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