The Challenge: The client needed rapid onboarding of experienced specialists to manage increased FNOL volumes while improving productivity and maintaining high quality standards. The operation had to deliver against strict performance benchmarks and contractual targets. The Solution: Huntswood onboarded 69 specialists with demonstrable FNOL experience, deploying the majority within four
The Challenge: The client faced high complaint volumes, inefficient hand-off processes between departments, and quality issues that were impacting customer outcomes and regulatory compliance. They required a skilled team and process improvements to address these challenges quickly. The Solution: Huntswood designed and managed a ringfenced operational solution, deploying 24 complaints
The Challenge: The acquisition resulted in a large spike in complaint volumes, creating a backlog that was impacting BAU complaints teams and customer experience. The client set a 12-week timeframe for clearing the backlog and required high-quality delivery throughout. The Solution: Huntswood deployed a team of complaints experts and operational
The Challenge: The client needed a ringfenced operation staffed by financial services experts capable of handling all inbound customer contact through the scheme helpline and mailbox. The solution had to be deployed quickly, manage a large customer population, and maintain exceptional quality standards throughout. The Solution: Huntswood stood up the
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:
