Customer Management

Operate can help you identify and provide ‘right first time’ outcomes for your customers.

Achieving the right outcomes for customers is key. Where issues are identified it is imperative that these are addressed in a compliant, efficient, and cost-effective manner.
Our complaint handling teams help organisations deal with high volumes of complaints and, where necessary, complaint backlogs. Our mobile and highly skilled people ensure right first time outcomes for our clients’ customers. We currently make support available remotely. 
Evolving requirements and regulatory expectations can mean that remediation and redress programmes often require review or recalibration, at short notice. We have significant experience of designing, mobilising and scaling complex customer remediation programmes.

Complaint handling

Our specialist complaint handling teams ensure ‘right first time’ outcomes. We provide:

  • BAU complaint handling support
  • ‘Burst capacity’ support for unanticipated or seasonal volumes
  • Call handling, triage and data capture
  • Complaint outcome and thematic reviews
  • Operational and process health-checks
  • Subject Matter Expert support
  • 'Challenger Cells' to inform and drive transformation

Financial services product and advice reviews

When our financial services clients need to use Subject Matter Experts who are up-to-speed with all aspects of retail banking, we can assist with reviews of:

  • The suitability of investment advice
  • Packaged bank accounts and insurance bolt-ons
  • Overdrafts, fees and charges
  • Mortgage product advice, including cross-sales
  • Quality Control and Quality Assurance of in-flight suitability reviews

Claims processing

Our claims processing teams can provide solutions for:

  • Complex claim processing support support
  • ‘Burst capacity’ support or unanticipated or seasonal volumes
  • Call handling, call triage and data capture
  • Customer outreach
  • Data reconciliation
  • Conflict resolution
  • Redress calculation
  • Operational and process health-checks

Retirement product suitability

We provide a range of services to assess the suitability of  retirement packages. These include:

  • Annuity product reviews
  • OPS transfers
  • Section 32 transfers
  • Quality Control and Quality Assurance of in-flight suitability reviews
  • Complex loss calculation

Contact us

Mark Hollebon

Mark Hollebon

Director, Customer Management, PwC United Kingdom

Tel: +44 (0)7525 280911

Sarah Isted

Sarah Isted

UK Financial Services Risk and Regulation leader, PwC United Kingdom

Tel: +44 (0)7834 251 939

Angus Goldie

Angus Goldie

Partner, RegTech UK leader, PwC United Kingdom

Tel: +44 (0)7711 561992

Howard  Scott

Howard Scott

Partner, Financial Services, PwC United Kingdom

Tel: +44 (0)20 7804 9851

Neil Hewitt

Neil Hewitt

Partner, Risk Assurance, PwC United Kingdom

Tel: +44 (0)20 7804 3825

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