Scenario:
Following exceptional growth, the business needed to upscale its complaint operations quickly following a surge in demand. Known for its customer-centricity, the Bank was keen not to erode service experience while meeting regulatory requirements concerning DISP timescales. They turned to a trusted partner to support their consumer needs.
The client was keen to integrate Square 4 resources into their culture and operations and required 55 Complaint Handlers who could support on a hybrid working basis. The Bank required our resources to have general banking and fraud monitoring experience and needed them to hit the ground running following a short induction programme. The team needed to perform full end-to-end complaint investigations, including customer engagement 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, speaking with customers and engaging with internal departments.
Result:
Square 4 sourced 55 Complaint Handlers meeting the Bank’s exacting requirements within two weeks. The client’s business has continued to grow, and 12 months later, Square 4 remains the 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, customer outcomes and keeping referrals to the FOS at a minimum.
