The Challenge: The client faced a surge in complaints that exceeded the capacity of its BAU teams. Huntswood was asked to flex its resource quickly, scaling from five complaint handlers to an additional 12 at short notice, while ensuring high productivity and compliance. The Solution: Huntswood deployed 17 experienced complaint
The Challenge: The client needed a solution that could manage high complaint volumes, improve operational efficiency, and reduce regulatory risk. Key priorities included improving acknowledgement processes, reducing duplicate submissions, and enhancing root cause analysis (RCA) to prevent rework and improve customer outcomes. The Solution: Huntswood implemented a series of improvements:
The Challenge: The client needed to resolve a backlog of 650 fraud cases within a seven-week SLA. This required sourcing and deploying technical resources with deep financial crime knowledge and strong customer communication skills at speed. The Solution: Huntswood leveraged its market access and recruitment expertise to source, vet, and
The Challenge: The client required an emergency call centre to be operational within days, staffed by experienced call handlers capable of managing sensitive and wide-ranging queries. The solution needed to be flexible to meet changing demand and ensure coverage during weekends and bank holidays. The Solution: Huntswood worked with the
The Challenge: The client needed to complete a review of DB cases within extremely tight timescales after a current supplier failed to provide the required scale and expertise. The review had to be accurate, efficient, and delivered by highly skilled pension specialists. The Solution: Huntswood sourced 10 experts with deep
The Challenge: The client needed to flex its operation significantly to accommodate a large uplift in complaint volumes while maintaining quality and compliance. The engagement required rapid deployment of resources and collaboration with other suppliers to meet regulatory expectations. The Solution: Huntswood scaled its operation to deploy over 600 FTE
