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 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 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 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
