Recruitment

Turn complainants into advocates by delivering customer service excellence throughout the complaints journey

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Exceptional firms deliver exceptional complaints experiences

In Financial Services, one of the most powerful differentiators for a firm is the experience they provide their customers. The key to becoming a stand-out performer is delivering an exceptional experience at every stage of the customer journey.

A key moment of truth on this journey is when a customer makes a complaint. By delivering a high quality response, your firm can make a significant impact on customer retention, advocacy and satisfaction.

Huntswood's complaints handling solutions

Complaints resourcing​
We deploy complaints experts (often at short notice) to supplement our clients’ operations, no matter how large or small, aligning capacity to their incoming complaint volumes. Huntswood associates are experienced, multi-skilled complaint handling professionals. Our engagements include not only the people but the systems, governance, training and management that are needed to exceed our clients’ expectations.
Complaints outsourcing​
We work in partnership with our clients to deploy fully managed complaints operations, providing unrivalled insight and process execution to deliver cost savings, maximise flexibility and minimise risk. We act as a seamless extension of your operation and brand, delivering solutions in our fully equipped premises, your premises or via a proven, secure remote working solution. All of our work is underpinned by continuous improvement programmes, utilising our operational and advisory expertise, ensuring we future-proof your complaints operations.
Complaints transformation
Our team will assess your firm’s current operating model and develop a solution specific to your needs and requirements. Partnering with Huntswood to transform your complaints experience will give you access to our operational and advisory expertise, as well as our customised complaint management systems, specialist workforce management and root cause analysis tools. We not only resolve complaints, but we help to solve the underlying issues that give rise to complaints.
Case study

Supporting a leading retail bank to increase its new business checking capacity following regulatory scrutiny

We helped establish a complaints handling service which delivers good customer outcomes, high quality and operational resilience at a superb price point

Read our case study

30 FTE

rapidly deployed with speed to competence improved

4 cases

per agent per day successfully resolved

95%

Quality scoring - higher than BAU teams

c.50%

Engaged with Client

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