Delivering High Quality Experiences Through Your Customer Journeys

Huntswood has over 20 years' experience in servicing customers' needs on behalf of regulated firms. Our flexible approach means we help you to deliver an improved customer experience through your in-house team or we take ownership for your customer processes in part or in their entirety, removing the headache of delivery from you and your teams and applying our best-in-class practical experience.

We deliver in line with your aims so your customers receive the experience you want for them. We use our skills and experience to streamline your processes, improve your customer journeys and use technology where it adds value to drive efficiencies.

Journey b

Customer journey review and transformation

Peopleblue

Customer service and back office outsourcing

Adaptability b

Operational resource augmentation

End to end b

Automation and enhancement of the customer journey

Pragmatic and practical solutions

We actively research customer expectations to make sure we have a clear view of changing needs and identify best practice across a range of industries so we can provide the level of service you want for your customers. Our extensive experience enables us to provide pragmatic and practical solutions which will work within your operational setting. Alongside this, our regulatory expertise means you can be confident your processes are delivering outcomes in line with your regulator’s expectations.

Case study:

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

Read more

Co icon journey

 

The Complaints Outlook 2021

Be one of the first people to read the report and register your interest in attending our event

Pre-register now

 

The whole Huntswood team has proven to be professional and efficient within every work stream presented to them, with the biggest asset of the team being their versatility while still maintaining above expectation performance.

Head of Retail Innovation Team, leading UK retail bank

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 helped us convey confidence to regulator and all the internal stakeholders.

Operations Director, leading UK merchandise retailer

Huntswood is able to handle rapidly changing priorities and react quickly to our needs and also challenge us on proposed course of action and the implications involved.

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.

Senior Manager, Customer Service Recovery, leading UK retail bank

Latest Insights

Pricing remedies catalyst2
Fair pricing

FCA pricing remedies will change the game for the insurance industry

The FCA's GI pricing remedies will be a catalyst for higher standards of conduct and governance across all corners of the general insurance sector

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

If harnessed correctly, complaints can drive innovation and create better outcomes for all concerned

Bridge support
Vulnerable customers

FCA review into unsecured credit: what can we expect?

How will firms offering Buy Now Pay Later (BNPL) loans be able to demonstrate they can support customers through challenging economic times

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

The latest consumer perceptions data from Ofgem provides an early warning for customer service teams dealing with complaints.

SIGN UP FOR REGULAR INSIGHT

Keeping up-to-date with the latest industry topics and regulatory issues can be quite time-consuming! 

Thankfully, our regulatory experts are here to help you stay on top of it all. Fill in the short form below to receive a monthly round-up of our insight, news and analysis.