May 14, 2020
The Challenge: The client needed rapid deployment of a large, skilled workforce to manage complex customer queries from vulnerable customers. The solution had to be mobilised quickly, delivered remotely, and maintain resilience and quality under regulatory scrutiny. The Solution: At short notice, Huntswood redeployed 500 resources and recruited an additional
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 scale from partial to full quality checking at speed, while maintaining compliance and operational resilience. The solution had to handle high volumes of advice files, meet regulatory expectations, and adapt to an expanding scope as the review progressed. The Solution: Huntswood engaged, referenced, vetted,
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