As a result of the Covid-19 pandemic, one of our longstanding clients was seeing a rapid spike in the number of complaints they were receiving relating to payment holidays. The client recognised that they needed support from experienced complaint handlers who were not from a template-driven PPI background.
Our client reached out to us at Kind Consultancy as we had supported them on previous interim projects. We took the time to ensure we had a thorough understanding of the situation and took a full brief including the specific skills the client needed: a team of 10 complaint handlers with at least 3 years of experience in Mortgage Complaints and Irresponsible Lending Complaints who could respond to vulnerable customers in a meaningful way, including free-writing bespoke response letters. We also understood that this was an urgent project, due to the sudden increase in complaints volume combined with the specialised nature of these new complaints.
Drawing on the Kind Agile Solutions bench of pre-screened professionals, we selected only the Complaints contractors who we knew were properly qualified for this specific project and who we knew were available. Within 24 hours of initially receiving the project request, we submitted our chosen shortlist of candidates to our client for an initial telephone interview. Within 7 days, we had our team of expert interims on-site and working to expectation. The project is currently ongoing and early feedback from our client has been extremely positive.