The challenge

Our client, the world’s largest building society, with a network of around 700 branches and assets of around £250 billion had two business critical work streams for which it required specialist resource; a remediation programme which covered a large proportion of their customer base and a smaller ‘deep-dive’ exercise within a particular demographic. One of the projects had become high profile, the other was a proactive piece of work from the society.

The solution

We were asked to bring a specialist team of Complaints and Remediation Case Handlers together over a number of locations, this had to be done precisely and quickly. We augmented this with Team Leaders, QAs and Trainers to ensure the permanent leadership could focus on the strategic direction of the programme. The work streams were triaged into simple and complex cases and this meant that we could bring in more cost-effective resource in the form of graduates who could tackle the straight-forward resolutions. The more experienced Case Handlers dealt with the complex, sensitive and overdue cases. The team grew to over 100 FTE and off the back of this success, we were asked to provide a smaller team to do a ‘deep-dive’ pro-active piece of work. This was overseen by a Big 4 Consultancy. We took some of the most talented Case Handlers to do the analysis work on the ‘deep-dive’. This was a swifter solution as these individuals were on the internal systems and could start the work without any delay.

The outcome

The relationship now spans over ten years supporting a variety of remediation, complaints and specialist projects and programmes. Our flexible approach has meant we can flex the scale of resource we deploy according to workload, budgets and other business demands. We have been referred into other areas across the business due to our knowledge of the organisation, the way they work and the kind of behaviours and attitudes they expect when engaging with their customers/members.

  • 10 Years

    Duration of our relationship

  • 21

    Number of individual projects

David Leen

Client Director

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