CREATE TRUE BEHAVIOURAL CHANGE AND REAL RETURN ON INVESTMENT
Huntswood’s learning and development services leverage our comprehensive regulatory knowledge and operational expertise to support organisations in developing the knowledge and skills of their people.
We deliver highly engaging programmes that are tailored to the needs of your organisation, whether this be wholesale change or needed on an operation-by-operation basis. These programmes boost the efficiency and effectiveness of staff while delivering cost and time savings.
Our training solutions can be 'plugged-in' to any other Huntswood service. If you need a team of case-handlers rapidly upskilled to deal with complex complaints, you need a remediation project to go ahead without a hitch, or need your team brought up-to-scratch on new regulatory requirements, our team will be there.
But how do we do this? It all comes down to utilising intuitive, personalised and 'brain-friendly' learning methods that develop critical thinking and problem-solving.
CULTURAL AND ORGANISATIONAL DEVELOPMENT
Corporate culture has always been high on the regulatory agenda. However, in recent years we have seen increasing focus on the link between culture and conduct. Firms need to be able to provide assurance to stakeholders, customers and regulators that their culture is fit to support good customer outcomes.
The power of understanding culture goes far beyond the regulatory imperative. Culture underpins organisational performance through whichever lens you examine it: commercial, customer, conduct or employee engagement. A strong culture aligned to the strategic vision of a firm will facilitate the effective delivery of short- and long-term business objectives.
As part of our service, we assess your firm’s current state, help you develop and deliver a transformation plan, and ensure that organisational development aligns with strategy and capability.
Huntswood’s people are of the highest calibre. Not only do they understand the issue from a regulatory perspective, but they know how to deliver effective training in an impactful way.Client Project Lead, Retail bank
Huntswood provided me with greater confidence when discussing FCA and CCA requirements. I found the overview of the FCA Handbook and key sections very useful.Process Audit Manager, Telecoms Provider
Throughout the eight months that I’ve worked with Huntswood, I’ve seen first-hand how they put their customers at the heart of their business. They are a company that continues to impress, deliver and delight in equal measure.Head of Training & Development, Insurance, Retail bank
Huntswood listens to my needs, understands what I’m looking for and what the business requires and provides relevant, tailored solutions. Whether this means designing and facilitating development centres for over 800 managers, running tailor-made behavioural workshops for senior managers or facilitating 360-degree studies, the quality of their work is outstanding.Group HR Managing Director, Insurance firm
- We’ll make sure your human resource, whether contractors or permanent staff, understand complex processes and procedures
- Our training team support the delivery of good customer outcomes and experiences, ultimately leading to the achievement of business goals
- We'll help you reduce business risk by ensuring employees have up-to-date and robust regulatory knowledge
Delivering a collections programme for a global bank
Huntswood was engaged by a global bank to support in its collections and recoveries function following the identification of poor customer outcomes and resulting regulatory scrutiny.
Turn complainants into advocates by delivering customer service excellence
Customer contact centres
Eliminate the contact centre queue and see customer satisfaction rise as a result
Identify and protect customers in vulnerable circumstances
When you need confidence in outcomes during periods of surge, let Huntswood take the pressure off and enable you to focus on ‘business as usual’
Huntswood Increases customer trust in a major water provider, taking them from bottom to top of the satisfaction league table
Delivering operational, consultancy and process improvement expertise to transform a water supplier's approach to customer service.
Case Study: Huntswood Delivers High Quality Complaints Handling
Supporting a leading retail bank to increase its new business checking capacity following regulatory scrutiny
Complaints Outlook 2022 Launch Event - Martin Dodd, Implementation and Impact
Watch an excerpt from our Complaints Outlook 2022 event, where Martin Dodd, Huntswood's CEO, speaks more about the key findings of the report, and how they can be implemented to improve customers' complaint journeys.
Complaints Outlook 2022 Launch Event - Craig Koch, Research Principles
Watch an excerpt from our Complaints Outlook 2022 event, where Craig Koch, Huntswood's Head of Insight, speaks more about the links, between customer emotions and retention after the resolution of a complaint
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