There are many factors that lead firms to outsource their operations and several considerations to work through before making the leap. 

Firms are increasingly seeking a blended, flexible solution whereby specific elements of a business function are outsourced, while others are retained in-house. Here at Huntswood, we can seamlessly integrate people, processes and systems into areas where they will make the most impact.

Our considerable experience means that we understand the inherent challenges that come with operational process outsourcing and are well placed to help navigate you through this journey.

Case study:

The transition and transformation of 1,200 FTE outsourced operation following incumbent underperformance

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A suite of services for any operational need

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Complaints handling

Support your business as usual operations or react quickly to spikes in complaints volumes to ensure you maintain excellent levels of customer service

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Dig deep into the customer experience, identifying and assessing customer risks throughout the product lifecycle

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Identify and resolve past issues. Also, evidence the delivery of consistent and fair outcomes for customers

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Focus on the key drivers in your business to transform your operational processes and ensure the right outcomes are delivered at the right time and to the highest quality

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Raise your level of regulatory compliance and / or operational efficiency, helping you get more out of business-as-usual activity

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With a clear understanding of the threat landscape, ensure that your operation is secure

The whole Huntswood team has proven to be professional and efficient within every work stream presented to them, with the biggest asset of the team being their versatility while still maintaining above expectation performance.

Head of Retail Innovation Team, leading UK retail bank

The project has run incredibly smoothly, which reflects great planning and great commitment to pro-actively resolve any issues … Good collaborative planning was at the heart of the operation. It primarily ensured our customers received an outstanding service but also helped us convey confidence to regulator and all the internal stakeholders.

Operations Director, leading UK merchandise retailer

Huntswood is able to handle rapidly changing priorities and react quickly to our needs and also challenge us on proposed course of action and the implications involved.

Senior Manager, Customer Service Recovery, leading UK retail bank

Our challenge … has been extremely demanding and Huntswood has had to deal with a rapid upsizing of the ongoing engagements, taking the number of deployed staff from an initial 16 to 174 in a very short space of time. The hassle-free experience has been testament to Huntswood’s organisational and management skills.

Senior Manager, Customer Service Recovery, leading UK retail bank


We offer an end-to-end service encapsulating all aspects of business processing. Or, depending on your needs, we can supplement your existing operation with 'component' solutions. We can provide:

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Inbound and outbound telephony and offline mailing via our dedicated contact centre and mailroom

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Human Resource

High-quality human resource trained, vetted and committed to delivering your operation

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operational excellence

Expertise in process re-engineering to ensure your processes are as efficient and effective as possible

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Flexible working solutions

We enable our workforce with flexible in-office or remote capabilities that cater for various scenarios.

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Multichannel communication tools and processes

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Case management

Case management and workflow systems to manage documents and data

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Robotic process automation integration to ensure efficient and effective workflows

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Technology solutions for any operation, ready to be deployed

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Latest Insights

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Podcast: Making it easy to complain

Huntswood’s Richard Brown is joined by consumer behaviour experts Sam Bettis and Patricia Riddell to discuss the importance of making it easy to complain

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What have we learnt from complaints during the pandemic?

At a time of increasing financial and emotional pressure, firms that put complaints excellence at the centre of their operations, will win customer trust and earn long‐term loyalty

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The unanswered questions from the Complaints Outlook 2021 Launch Event

Richard Brown – Huntswood’s Technical Adviser in Complaints – answers some of the questions asked at the Complaints Outlook 2021 launch event

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Research report: Fighting Cyber Crime

This paper demonstrates just how prevalent cyber enabled fraud has become, affecting all of us in some way.


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