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.
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.
What can you expect from partnering with Huntswood:
We have a team of over 20 resourcing professionals and a database of 9,000 highly skilled, trained and vetted individuals with extensive experience of working in regulated markets
Our expertise in process re-engineering ensures your operation is as efficient and effective as possible, ensuring 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 communication tools and processes, including inbound and outbound telephony, offline mailing via our dedicated contact centre and mailroom, email, webchat and more
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
We work in collaboration with you to fully understand your business and risk profile, tailoring our solutions to your unique requirements
Huntswood’s commercial terms help reduce the need for ongoing capital investment, replacing fixed costs with a flexible cost base, utilising a range of pricing models to suit your needs
The whole Huntswood team have proven to be professional and efficient within every work stream presented to them, with the biggest asset of the team being their versatility while 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 resolving issues … Good collaborative planning was at the heart of the operation. It primarily ensured our customers received an outstanding service but it also helped us convey confidence to regulator and all the internal stakeholdersOperations 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
Watch an excerpt from our Complaints Outlook 2022 event, where Martin Dodd, Huntswood's CEO, speaks more about the key findings of the report, and how they can be implemented to improve customers' complaint journeys.
Watch an excerpt from our Complaints Outlook 2022 event, where Craig Koch, Huntswood's Head of Insight, speaks more about the links, between customer emotions and retention after the resolution of a complaint
Can the utilities sector rebuild customers’ trust and loyalty to deliver sustained business success?
Excellent customer experiences are the building blocks for brand advocacy