PRUDENTIAL PLATINUM PENSION -
Hitachi UK Pension Scheme

Processes

Process design and control have always been important at Hazell Carr.  Our company was founded in reaction to a national requirement to review vast numbers of customer sales and complaints.  Building an effective process solution was absolutely key to our ability to complete over a million customer reviews, for a wide range of different clients.  Our process solution included:
  • procedural design and control - with the inbuilt ability to vary procedure at client level
  • case audit controls, showing the process followed on a case-by-case basis 
  • training and competence regimes
  • a rigorous performance and quality management system
  • bespoke work tracking and management information systems

Having developed such a successful solution, we quickly realised that all our infrastructure, expertise and skills could be flexed to support a whole range of process activities, from new business enquiries, right through to customer service issues, complaints and claims. 

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 What our clients say...

"Hazell Carr provided 100 people to undertake a complaints review project, including complaint handlers, technical specialists, quality assurance and operations management. 

Their ability to rapidly ramp-up (and down) this resource as required through the period of the review was central to the successful completion of this project. Delivering in every area, this has been one of the smoothest projects I have been personally involved in and one that has certainly delivered."

Nigel Rothery,        Programme Director,       HBOS

Hazell Carr was able to swiftly deploy a large team of highly skilled staff to support the clearance of outstanding complaints and escalation cases.  They deployed a team in an extraordinarily short space of time and the individuals were all very qualified, had relevant experience, were quick to learn and demonstrated a high level of professionalism.  I would definitely consider using Hazell Carr in the future to support peak workload demands. 

Angela Mancini,             Head of Escalations and Complaints, British Gas