Recruitment

Bringing service excellence to all aspects of the customer journey

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Delivering high quality experiences throughout your customers’ journey

Huntswood has over 20 years’ experience in servicing customers’ needs on behalf of regulated firms. Depending on your requirement, we can provide an end-to-end service, or manage individual process components. Our transparent, partnership approach and comprehensive governance delivers a crystal clear view of performance, ensuring you have the insight you require.

Practical solutions

Our clear view of customers’ needs and knowledge of best practice across a range of industries is derived from our client engagement, market research and the experience of our people. We design pragmatic and practical solutions which work within your operational setting – our regulatory expertise means you can be confident your processes are delivering outcomes in line with your regulators’ expectations.

Customer contact
centres

Customer service

Operational processing

Offshore customer
support services

Customer onboarding

Collections and recoveries

Vulnerable customers

Paraplanning

What can you expect from partnering with Huntswood

Quality resource

We have a team of over 20 resourcing professionals and a database of 9,000 highly skilled, trained and vetted individuals with experience of working in regulated markets.

Operational excellence

Our expertise in process re-engineering ensures your operation is as efficient and effective as possible to ensure you are creating better outcomes with every customer interaction.

Flexible working solutions

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

Multichannel

Multichannel communication tools and processes, including inbound and outbound telephony, offline mailing via our dedicated contact centre and mailroom, email, webchat and more

Efficient workflows

Bespoke case management, workforce and workflow automation tools ensure our clients’ projects deliver improved operational efficiencies

Speed and flexibility

Flexibility to deal with planned and unplanned customer activity, utilising our operational experience to scale resource as required - quickly and reliably while always upholding the quality of customer outcomes

Bespoke solutions

We work in collaboration with you to fully understand your business and risk profile, tailoring our solutions to your unique requirements.

Commercial value

Huntswood’s commercial proposition helps reduce the need for ongoing capital investment, replacing fixed costs with a flexible cost base, in a range of pricing models.

Learn about effective complaint handling in a world where customer expectations are higher than ever before
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Huntswood's offshore capability delivers authentic, innovative outsourcing support, from customer service to complaints, sales and remediation.

Our clients realise significant cost benefits, while delivering the same high quality service to their customers.
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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.

In our latest white paper, we discuss identifying and managing complaints made by vulnerable customers and what firms can do to create better outcomes for everyone

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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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