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Partnering with a UK leading insurance firm to deliver an end-to-end remediation operation

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

May 8, 2020

Delivering an urgent new helpline to support vulnerable residents

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

March 9, 2020

Supporting a global retail bank to clear a backlog of potential fraud cases

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

March 9, 2020

Packaged bank account complaint handling for the UK’s largest retail bank

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

January 13, 2020
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