Complaint Handlers are vital for any regulated Financial Services business in the UK, and Kind Consultancy has extensive experience of supplying both individuals and full teams of experienced Complaints professionals. In this Case Study, learn how Kind assisted a firm facing a serious Complaints build-up issue.
A large Retail Bank who we had previously worked with on a variety of projects, contacted us with an urgent requirement. Due to a backlog of complaints approaching the Ombudsman time limit, they needed a large team of Complaint Handlers to hit the ground as soon as possible. We immediately went to our bench of pre-screened Kind Agile Solutions contractors, selecting candidates who we knew were available and had the skills and experience that our client needed.
We conducted pre-interview calls with every candidate, confirming their interest and relevant Complaints Handling knowledge and experience. Within 24 hours we had submitted 40 profiles to the client. Within 48 hours of that submission, our client selected the candidates they wanted to progress, and began arranging and conducting video-interviews.
Our client made offers to their preferred candidates as the interview ended, and so were able to have the contractors start with them within 7 days of the original request. Due to the size of the project and the timeframe, our client had contacted multiple recruitment agencies but confirmed to us that Kind had single-handedly filled 95% of the positions they needed.