Large scale complaints handling for Big 5 Bank

The challenge

Our client is one of the largest banks in the UK with an enviable reputation, extensive branch network and award-winning products. Our first project was awarded after a competitive RFI/RFP process with the incumbent providers and was for 250+ experienced remediation specialists to address a large-scale complaints programme of work across two sites in the UK. The initial team had to be identified, vetted and on-site within 2 weeks.

The solution

We created a blended team of junior resource through to experienced Case Handlers, QC/QA specialists as well as Team Leaders to provide support to the permanent team. The first tranche of resource landed in a fortnight and we continued to drop further teams at the same two weekly intervals. Once our initial team was mobilised they supported the onboarding of subsequent teams. We invested in the creation of an on-site support team to manage the case handlers on a day-to-day basis.

The outcome

We were able to mobilise the teams across both sites (Midlands and South) within the timeframes. We were well supported by the bank which further sped up the process of onboarding and orientation. Our blended team resulted in us managing their OPEX budgets at a time when cost was under the spotlight. The success of the first project meant that our contract was extended a number of times across a five year period for complaints/remediation work and also led to further project awards.

• 1,000+

  Number of specialists placed over five years

• 5 years+

  Duration of relationship

• 2 weeks

  Time to mobilise resource