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      Complaints Handling Managed Services

      Transforming the customer experience through resource, data insights, technology and SME expertise

      At KPMG Managed Services, we help firms by taking on and transforming their complaints handling operation.

      Through combining our flexible resourcing, technology enablers, data insights and SME knowledge, we can transform your operations to tackle changes in volumes, challenges around the customer journey, product suitability and identifying vulnerable customers, as well as clearing backlogs.

      We bring our regulatory, operational and customer subject matter experts to re-focus the complaints journey to deliver quality outcomes for customers and the regulator and improve operational efficiency through deployment of automation to support complaint identification and rectification.

      How we tackle your pain points

      • Resourcing

        We have a team and network of highly skilled and experienced associates, with the ability to scale rapidly in a controlled manner.

      • Automation

        Our technology accelerators support clients in automating the end to end remediation journey, through determining the population and automated chaser cycles.

      • Digital journey

        Our solutions are omni-channel enabled, allowing outreach interactions based on the customer preferred format; from mobile accessible digital portals, email, letter, telephony or SMS communcation.

      • Reporting

        We have reporting capabilities which are designed to provide users with a suite of meaningful metrics and real-time insights. Designing bespoke reports is quick and easy to do.

      Benefits

      KPMG Managed Services can support you immediately with any business requirement across the end-to-end complaints handling process – from technology to people. We leverage our operational expertise gained from delivering these services for a variety of clients over the previous 12 years. 

      Why choose a KPMG Managed Services Complaints Operation?

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      Experience

      Experience

      We have extensive Managed Services Complaints experience, having reviewed 700,000+ cases with banks and insurers since 2011.

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      Process Efficiencies

      Process Efficiencies

      Our SMEs will be embedded to understand your existing policy and end-to-end processes to identify any process efficiencies to reduce Average Handing times.

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      Technology

      Technology

      We can bring a range of technology enablers to enhance your existing technology including workflow tools or modules such as our Complaints AI tool.

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      Good Customer Outcomes

      Good Customer Outcomes

      We understand the Regulator’s expectations and how firms must think more widely about their customer journey.

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      Resourcing

      Resourcing

      We have a large pool of resource including industry SME’s, our Financial Services Academy and skill case handlers.

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      Our Skilled Resources

      We can help you deliver high quality operations through our SMEs, our Financial Service Academies and Skilled Associates.

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      Subject Matter Experts

      Our Complaints Handling SME’s have a wealth of experience delivering large-scale, complex customer engagements including BAU operations, large spikes in customer queries, and remediation of backlogs.

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      Financial Services Academies

      Our academy analysts have undertaken an extensive training programme, whilst working on live projects. All our analysts are working towards CeMAP and CIFAS, and have been guided by our Conduct and Remediation SMEs.

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      Skilled Associates

      Our Conduct and Remediation Network of skilled associates is a flexible resourcing pool including complaints handlers, QC and team leaders. This allows clients to rapidly ram up or down their operations.

      How do we deliver complaints operations?

      We have been running outsourced operations for clients for 12+ years, and our tried and tested approach helps to ensure a rapid and controlled mobilisation, led by our team of operational management with 30+ years of experience. We have supported financial services clients on high volume PPI complaint handling and more recently have been delivering.

      • Multiple product complaints handling for UK Retail Bank
      • BAU complaints handling on products for a large insurer
      • COVID-19 travel insurance complaints for a large insurer
      • Claims and complaints handling for a consumer high street lender in Administration
      • Completing an operational review of a tier 2 bank’s complaints processes

      Get in touch

      KPMG's Regulatory, Customer, Technology and Managed Services teams have detailed a practical guide to achieving customer resolution excellence.

      To discuss how we can support you with complaints handling, please get in touch with the Managed Services team and we will be happy to set up a conversation.

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      Read enough? Get in touch with our team and find out why organisations across the UK trust us to make the difference.

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