Complaints and customer service leaders need to change the view of complaints being a ‘cost centre’, to a potential ‘profit centre’.

With the ongoing pressure of having to do more with less, as well as the increasing focus on providing excellent customer
service, the importance of delivering positive experiences throughout the complaints journey is ever increasing.

Delivering the right outcomes and an excellent customer experience is at the core of our solutions. With us, firms can use complaints to drive real value for their business through our end-to-end complaints outsourcing solutions. Alternatively we can support with specific components and activities within the complaints lifecycle.

THE OUTSOURCING OF YOUR COMPLAINTS FUNCTIONS TO HUNTSWOOD WILL DELIVER A NUMBER OF TANGIBLE BENEFITS.

HOW CAN HUNTSWOOD SUPPORT COMPLAINTS IN YOUR ORGANISATION THOUGH THE CUSTOMER JOURNEY:

 

Remote and home working at scale

We can provide clients with remote outsourced solutions that are optimised and secure and that cater for various scenarios without sacrificing our highest standards of operational excellence.

Our operations teams use dedicated project VPN profiles, ensuring work is segregated and delivered in-line with ISO27001 and our flexible solutions are supported with tailored policies and guidelines that manage our outsourced workforce in various settings.

HUNTSWOOD’S PROVEN OPERATING MODEL COMBINES SKILLED RESOURCE, EFFECTIVE PROCESSES, SECURE FACILITIES AND CLASS-LEADING TECHNOLOGY TO DELIVER A BEST-IN-CLASS COMPLAINT MANAGEMENT SERVICE.

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PEOPLE

  • Industry experienced, multi-skilled complaint handling professionals
  • Excellent communication and interpersonal skills
  • Flexible and scalable solution with ability to quickly align resource numbers to complaint volumes
  • Capacity planning expertise
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PROCESS

  • Best in class complaint processes, benchmarked against peers
  • Complaint transformation and continuous improvement programmes
  • Quality control / quality assurance framework
  • Comprehensive RCA ensuring continuous improvement
  • Simple but robust governance
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PREMISES

  • Fully equipped premises in Reading and Liverpool as well as flexible remote capabilities, catering for various scenarios;
  • Flexible and scalable office space
  • Seamless extension to the existing BAU operations
Case management systems and technology

TECHNOLOGY

  • Access to a range of customised complaint management systems
  • Workflow / workforce management tools
  • Full contact centre functionality
  • ISO27001 accredited

What Benefits can you expect from outsourcing your complaints WITH HUNTSWOOD:

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Best Practice & Industry Insights

Our solutions are based on a combination of data analytics and complaints research. Originating from our unrivalled complaints management experience. We bring the latest market insights, future trends, innovation and best practices to all operations.

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Customer Experience & Loyalty

The importance of customer loyalty and the benefits of building advocacy with customers is clearly evidenced, our solutions support and enhance the commercial value of delivering excellence throughout the complaints journey.

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Cost Reduction

Huntswood complaints outsourcing model helps reduce up-front and ongoing capital investment needs, providing economies of scale, replacing fixed costs with a flexible cost base, with a range of pricing models.

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Speed and Flexibility

Flexibility to deal with planned and unplanned complaints, utilising our proven capacity planning tool and resourcing expertise to ensure that operations are aligned to your requirements. Scaling resource as required - quickly and reliably without loosing focus on the quality of customer outcomes.

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Regulatory Expertise

Our broad range of high profile engagements and regulatory expertise in designing end-to-end complaint handling operations; alongside our selection onto the FCA’s skilled persons panel, ensures alignment to regulatory best practice and first class complaints handling.

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Complaints Excellence

Turn complainants into advocates by delivering customer service excellence

Complaint handling

Complaints Handling

Resolve your customers’ complaints and turn them into advocates

Complaints transformation

Complaints Transformation

Making the complaints process more efficient for customers

Case management systems and technology

Case Management Systems and Technology

Technology solutions for any operation, ready to be deployed

Latest Insights

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Vulnerable customers

Affordability and responsible lending – Huntswood podcast

Huntswood’s Matthew Drage, Paul Dyer, and Richard Brown zone in on the topic of affordability and responsible lending within the consumer finance marketplace

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General regulation

The FCA Business Plan 2020 - Huntswood Podcast

Huntswood's Matt Drage and Paul Dyer discuss the FCA's business plan for 2020 and what to look out for over the coming months.

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Complaints

FOS H2 2019 Complaints Data Analysis

FOS H2 2019 Complaints Data Analysis

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Complaints

FCA H2 2019 Complaints Data Analysis

FCA H2 2019 Complaints Data Analysis