Huntswood is always on the lookout for exceptional people to join our team. We consider ourselves a successful family, supporting our people from the very earliest stage to understand their role, develop to their full potential, be rewarded for their contribution and feel valued as individuals.

Location: Merseyside
Job Type: Interim
Salary: Competitive Salary

Role purpose

To lead a team of Complaint Handlers to deliver consistent levels of excellent service with the customer at the centre of everything we do. Meeting the day-to day production of team case volumes and cycle times within the performance standards agreed with the client

Job description

  • The day to day management of Complaint Handler Resources.
  • Monitoring team productivity and case supply negotiation.
  • Monitoring team database usage.
  • Team use of engagement processes and procedures.
  • Allocation/management of pipeline of cases to Case Handlers.
  • Evaluating individual/team performance and giving regular feedback.
  • Identification of team/individual training requirements.
  • Complaint Management.
  • Arranging and chairing team meetings.
  • Identify and effectively manage risks, issues and changes; recommend solutions through escalation process.
  • Suggest and implement process improvements through change process.
  • Submit accurate management information / reporting within deadlines.
  • Effectively manage internal/external stakeholder expectations.
  • Build and maintain positive and effective client relationships.
  • Increase capability of direct reports and implement robust succession and contingency plans.
  • To performance manage staff and proactively manage and document under-performance (up or out).

Essential skills

  • Excellent communication skills, both written and verbal.
  • Strong ability to engage people
  • Strong interpersonal skills and the ability to create an environment that delivers excellent customer service.
  • Good leadership skills and strong ability to inspire change in people and work culture.
  • Strong decision making and problem-solving skills
  • Excellent analytical skills.
  • Excellent planning and organisational skills.
  • Strong influencing and negotiating skills.
  • Good project management skills.
  • Strong process improvements skills.
  • Previous experience of working in a Target Driven Environment is an advantage but not essential.
  • Excellent knowledge of procedures process and systems within PPI or similar Retail Banking Complaints Environment.
  • Strong ability in understanding management information and using this to make considered decisions.
  • Comprehensive knowledge of relevant regulatory and mandatory procedures and qualifications.

Core behaviours

To work with Huntswood's employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they are;

  • Confidential, reliable and genuine
  • Dynamic, passionate and determined
  • Friendly, compassionate and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."

Apply via email

Location: Berkshire
Job Type: Permanent
Salary: Competitive Salary

Role purpose

Huntswood's success relies on its IT Infrastructure and End-user facilities being available, effective and efficient.

As a Service Desk Technician, you will be the face of the Technology Team.

You, along with the team will handle the initial first point of contact for all technical incidents and requests from the business, offering a professional, courteous, speedy and effective service to ensure disruption to Huntswood's business processes and clients are kept to a minimum.

Job description

  • Ensure that incidents and problems logged on Huntswood's call logging system are responded to quickly, professionally and courteously, ensuring that calls are correctly prioritised and categorised.
  • Ensure that identified incidents and problems are descriptively logged and kept up to date on Huntswood's call logging system.
  • Ensure that all incidents, requests and problems are escalated to the appropriate team if they are not able to be resolved within the agreed timescale.
  • Strive to resolve a majority of tickets on first contact and to work with the Head of Customer Support to identify opportunities to further improve the number of tickets resolve on first contact.
  • Provide remote support across Huntswood sites.
  • Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects.
  • Ensure Huntswood's computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.
  • Ensuring the Service Desk Team's documentation is kept up to date.
  • Carry out manual handling, moving desktop equipment during desk and office moves as well as project set ups.
  • Be a good team player, providing guidance as required to resolve outstanding issues.
  • Work positively with the other members of the Technology team to ensure end-to-end customer satisfaction with the technology services to customers.
  • Responsible for Huntswood Assets and ensuring that the CMDB is accurate and kept up to date.

Person specification


  • Excellent Customer facing and Customer Service skills, able to communicate to users at all levels.
  • Pleasant and helpful telephone manner
  • Thrive in a busy environment with changing priorities and goals.
  • Good level of understanding of a Microsoft Windows Active Directory environment including GPO.
  • Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office 365.
  • Good level of understanding of TCP/IP and network troubleshooting.
  • Current IT qualification, preferably Microsoft, or be able to demonstrate the equivalent experience and knowledge.
  • Be able to demonstrate excellent problem management skills.
  • Excellent time management.
  • Capable of moving desktop computer equipment in an office environment.
  • An out-of-the-box thinker with a passion for IT and how information technology and new technology can be used to improve Huntswood.
  • Comfortable giving training to other team members


  • Good level of understanding of a virtualised computing environment, preferably VMware.
  • Expert level of understanding of a Microsoft Windows Active Directory environment.
  • Expert level of understanding of the latest Microsoft Exchange technologies.
  • Any of the following IT qualifications; CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), ITIL foundation v3
  • Experience of working in an ISO27001:2013 environment.
  • Good understanding of scripting language such as PowerShell and Python.
  • Experience of modern IP telephony systems, preferably AVAYA or Lync/Teams.
  • Good project management skills
  • Experience of working in an ITIL aligned environment.
  • Full and clean driving license.

Core behaviours

To work with, Huntswood's employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they are;

  • Confidential, reliable and genuine
  • Dynamic, passionate and determined
  • Friendly, compassionate and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."

Apply via email
Office kings rd


Everyone in our business has a valuable role to play in helping us to achieve our aims as an organisation. We believe we are most successful when everyone can see how their work contributes and how we are progressing toward our goals. We foster a culture of innovation and change by actively encouraging our people to be involved in the company’s development.

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We want our business to be built by talented individuals who bring their own unique skills, experiences and views to their roles. We actively support career development and progression based on individual aspirations.

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We are an inclusive employer and encourage our employees to thrive and be themselves. We run a number of executive-sponsored Diversity Networking Groups. We also enjoy spending time together through social activities, volunteering opportunities and an active programme of charity work which we encourage our people to get involved in.


If you like what you see about working at Huntswood but there isn’t a vacancy to match your aspirations at the moment, we’d still like to hear from you. We are always looking to recruit across all areas of our business, so let us know where you think you might fit:

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