Service: Contractor Sourcing & Management

Industry: Financial Services

Headcount: 5,000

Location: UK

“The Curve Group were instrumental in our response to a customer complaints challenge. The quality of the people they provided to the project and the speed of response – enabling large teams of experienced contractors to be sourced, interviewed, vetted and on-site across the UK within 10 days of request – enabled us to meet our customer response targets. They interviewed the contractors on our behalf to free up resource our side so that we could focus on training and operations, rather than resourcing or interviewing. They were also very flexible in response to our changing needs which rapidly scaled from 40 heads to over 100 as the project rolled out. I wouldn’t hesitate in recommending The Curve Group as a trusted partner.”

Our client a high street bank experienced significant technical issues when migrating to a new IT system from their existing banking platform, resulting in over a million customers experiencing significant issues when trying to access their bank accounts. In some instances, customers were unable to access their accounts for a prolonged period of time. In excess of 200,000 written complaints were received within 2 weeks of the event, meaning our client’s existing complaints team required significant and immediate bolstering in order to review and resolve the complaints received in line with The Financial Conduct Authority (FCA) requirements.

We were engaged by our client to resource and establish a dedicated Project Management Office (PMO) to oversee the high-level management of the remediation project. The PMO team was to be responsible for managing ongoing communication between our client, the FCA, the government and a number of other key stakeholders such as lawyers and the media, providing all parties with key information to demonstrate and evidence compliance with the FCA’s regulations and stipulations about their response to this issue. Within two weeks from receiving the initial instructions we had sourced, vetted, contracted and onboarded a Head of PMO with over 10 years of experience of running remediation programmes, along with a team of 6 PMO specialists covering MI reporting, project management and governance support.

As the scale of the technical issues were fully realised, we were also contracted to source, vet and manage a team of 54 Specialist Business Banking Complaints Handlers and a further team of 18 Complaints Quality Assessors.

In total, we sourced and managed over 100 specialist contractors for our client, managed and payrolled them on behalf of our client until the remediation project was successfully completed.

Service highlights include:

• All specialist contractors sourced, sourced, vetted and onboarded within 10 working days of initial requests
• Managed extensions to original contracts from 8 weeks to 6 months
• Ongoing contractor care and stakeholder engagement throughout
• Won Best Contractor Recruitment agency award as result of project