Customer servicing

Bringing service excellence to all aspects of the customer journey

DELIVERING HIGH QUALITY EXPERIENCES THROUGHOUT YOUR CUSTOMERS’ JOURNEY

Huntswood has over 20 years' experience in servicing customers' needs on behalf of regulated firms. Depending on your requirement, we can provide an end-to-end service, or manage individual process components. Our transparent, partnership approach and comprehensive governance delivers a crystal clear view of performance, ensuring you have the insight you require.

PRACTICAL SOLUTIONS

Our clear view of customers’ needs and knowledge of best practice across a range of industries is derived from our client engagement, market research and the experience of our people. We design pragmatic and practical solutions which work within your operational setting - our regulatory expertise means you can be confident your processes are delivering outcomes in line with your regulators’ expectations.

OUR CAPABILITIES INCLUDE:

Customer contact centres

Customer servicing and experience excellence blue

Customer service

Operational Processing

Offshore support

Offshore customer support services

Customer Onboarding

Collections and recoveries

Vulnerable Customers

Paraplanning

What can you expect from partnering with Huntswood:

Quality Resource

We have a team of over 20 resourcing professionals and a database of 9,000 highly skilled, trained and vetted individuals with extensive experience of working in regulated markets

operational excellence

Our expertise in process re-engineering ensures your operation is as efficient and effective as possible, ensuring you are creating better outcomes with every customer interaction

Flexible working solutions

We enable our workforce with in-office or remote capabilities, creating maximum flexibility without sacrificing operational excellence

Multichannel

Multichannel communication tools and processes, including inbound and outbound telephony, offline mailing via our dedicated contact centre and mailroom, email, webchat and more

Efficient workflows

Bespoke case management, workforce and workflow automation tools ensure our clients’ projects deliver improved operational efficiencies

SPEED AND FLEXIBILITY

Flexibility to deal with planned and unplanned customer activity, utilising our operational experience to scale resource as required - quickly and reliably while always upholding the quality of customer outcomes

BESPOKE SOLUTIONS

We work in collaboration with you to fully understand your business and risk profile, tailoring our solutions to your unique requirements

COMMERCIAL VALUE

Huntswood’s commercial terms help reduce the need for ongoing capital investment, replacing fixed costs with a flexible cost base, utilising a range of pricing models to suit your needs

Complaints Outlook 2024

Learn about effective complaint handling in a world where customer expectations are higher than ever before

Download the report

Learn more about our end-to-end remediation service

Learn more

Offshore customer support services

Huntswood's offshore capability delivers authentic, innovative outsourcing support, from customer service to complaints, sales and remediation.

Our clients realise significant cost benefits, while delivering the same high quality service to their customers.

Learn more

The whole Huntswood team have proven to be professional and efficient within every work stream presented to them, with the biggest asset of the team being their versatility while 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 resolving issues … Good collaborative planning was at the heart of the operation. It primarily ensured our customers received an outstanding service but it 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

Case study:

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

Complaints handling for Vulnerable Customers

In our latest white paper, we discuss identifying and managing complaints made by vulnerable customers and what firms can do to create better outcomes for everyone

Download now