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 comprehensive remediation programme that included data cleansing, calculator design, customer data enrichment, and operational execution. The programme had to manage fluctuating call volumes, maintain high quality standards, and deliver correct customer outcomes while minimising complaints. The Solution: Huntswood assumed responsibility for the entire remediation
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 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
