Scenario:
Following exceptional growth as a leading UK Challenger Bank, the business needed to upscale its complaint operations quickly, following a surge in demand. Known for its customer-centricity, the Bank was keen to not erode service experience whilst also meeting regulatory requirements in relation to DISP timescales. They turned to a trusted partner to support their consumer needs.
The client was keen to integrate Square 4 associates into their culture and operations and required 55 Complaint Handlers who could support on a hybrid working basis (2 days in the office, 3 from home).
The Bank required our associates to have general banking and fraud monitoring experience and needed them to hit the ground running following a short and intensive induction programme. The team needed to perform full end-to-end complaint investigations, including engagement with customers and responsibility for final responses, via letter or email. They were also responsible for their own WIP ensuring customers received regular updates on the progression of their complaints including speaking with customers and engaging with internal departments.
Result:
Square 4 rose to the challenge and sourced 55 Complaint Handlers meeting the Bank’s exacting requirements. The client’s business has continued to grow and 18 months later Square 4 continues to be a primary partner of choice for their demanding resourcing needs. Our continued partnership has ensured they remain in control of their Customer Experience, Complaints pipeline, 56+ position, Quality and keeping referrals to the FOS at a minimum.
