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Working In Partnership For Five Years With A Large Utility Firm, Delivering A 1,000+ FTE Contact Centre

The Challenge: The firm required a trusted partner to manage rapid growth and maintain high service standards. Key challenges included: Scaling operations from 30 colleagues to over 1,000 FTEs. Improving customer experience for a predominantly vulnerable customer base. Reducing operational costs while maintaining quality. Addressing inefficiencies in engineer appointment processes

January 7, 2026

Leveraging analytics to improve customer experience and reduce complaints for a large UK utility firm

The Challenge: The firm faced a high number of customer service complaints, which negatively impacted customer experience and brand reputation. Key issues included: Knowledge Management: Outdated and hard-to-find articles slowed resolution. Advisor Behaviour: Lack of empathy and non-adherence to defined processes. Non-Customer Service Issues: Limited visibility of engineer appointments and

January 7, 2026

Chancellor Rachel Reeves outlines vision for regulatory reform

Regulatory Updates – 17 July 2025   In her inaugural Mansion House speech, Chancellor Rachel Reeves set out a bold agenda to reform the UK’s financial regulatory landscape. Addressing City stakeholders, Reeves described current regulatory constraints as a “boot on the neck” of British business, arguing that excessive bureaucracy is impeding innovation and economic

July 17, 2025

Supporting a UK energy supplier’s journey to a new complaints approach

The Challenge: The client needed a comprehensive review of policies, processes, training, quality assurance, systems, MI, and reporting from both operational and regulatory perspectives. They also required actionable recommendations to address inconsistencies across brands and improve first point of contact resolution. The Solution: Huntswood delivered deep insight on best practice

August 1, 2024
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