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

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Our services include:

Customer contact resolution blue

Customer contact resolution

Customer servicing and experience excellence blue

Customer servicing and experience

Operational processing

Operational Processing

Case management systems and technology blue

Case Management Systems and Technology

Digital transformation blue

Digital Transformation

Customer onboarding blue

Customer Onboarding

Learning development blue

Training

Collections and recoveries blue

Collections and recoveries

Vulnerable customers

Vulnerable Customers

Paraplanning blue

Paraplanning

Co icon journey

 

The Complaints Outlook 2021

Actionable insight for every stage of the complaints journey

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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

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