The Challenge: The client needed a comprehensive review of policies, processes, training, quality assurance, systems, MI, and reporting from both operational and regulatory perspectives. They also required actionable recommendations to address inconsistencies across brands and improve first point of contact resolution. The Solution: Huntswood delivered deep insight on best practice
The Challenge: The client needed a rapid deployment of skilled customer service agents to handle increased call volumes and deliver agreed messaging to customers. The solution had to be implemented within an extremely short timeline while ensuring quality and compliance. The Solution: Huntswood deployed 30 front-line telephony agents within five
The Challenge: The client needed an urgent solution to manage the surge in customer calls and chats, clear the backlog, and maintain service quality during peak trading periods. The solution had to be implemented quickly and include multi-lingual capability to support a diverse customer base. The Solution: Huntswood implemented operations
The Challenge: The client required a partner that could operate during non-standard hours and scale quickly to meet demand. They needed a motivated workforce, rapid deployment, and assurance that quality standards would remain high despite a compressed training schedule. The Solution: Huntswood delivered an engaged and flexible team from its
The Challenge: Our clients faced multiple challenges including high volumes of complaints escalating beyond first contact, low quality scores, lengthy turnaround times for escalated actions, and high referral rates to the Financial Ombudsman Service (FOS). These issues were impacting customer satisfaction and regulatory compliance. The Solution: Huntswood delivered a series
The Challenge: The acquisition created capacity issues within the customer services department, leading to increased pressure on voice channels, inefficient processes, and longer handling times. The client needed a solution that would improve efficiency, enhance customer experience, and optimise channel usage. The Solution: Huntswood implemented a multi-channel service supported by
The Challenge: The client needed a fully assured approach to complaints handling that met regulatory requirements and maintained high standards of quality and compliance. They also required rapid deployment of skilled resources and improved productivity compared to their existing business-as-usual team. The Solution: Huntswood leveraged its unique market position and
The Challenge: The client needed a robust and compliant approach to managing a large-scale scheme of arrangement. This included handling high volumes of claims, ensuring accurate reporting to the FCA, and maintaining strong customer outcomes throughout the process. Additionally, operational delivery required a significant workforce and bespoke technology solutions. The
The Challenge: The client needed a comprehensive and independent review of governance arrangements under Section 166 of the Financial Services and Markets Act. This was a high-profile engagement requiring assurance for both the client and the FCA, covering multiple workstreams and involving senior leadership. The Solution: Huntswood was selected from
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
