Important Update on Customer Service 21 October 2021

Dear Client,

I wanted to write to thank you for your patience over the last few months while we have worked hard to improve the service position.  Our focus has been on a combination of improving turnaround times, quality of responses and reducing the overall number of open tickets.

As you will know, Julie Baxter joined us in June and has been the driving force behind the recent improvements, which many of you have acknowledged and appreciated.  It is therefore with regret that I must advise you that Julie Baxter will be leaving us shortly, having been approached and presented with an opportunity too good to refuse. 

To ensure sufficient support, the broader management team will ensure Customer Service can continue to deliver ongoing service improvements.  They will also have oversight of escalations and to assist with the overall communication process, we would appreciate your help by using the correct contact channels;

• All queries should be raised in the first instance by Freshdesk, with the client’s name, account number and as much explanation as possible (screenshots where appropriate).  This will help us to ensure the correct priority is allocated to the ticket and that we direct your ticket to the appropriate team as quickly as possible.

• Freshdesk.manager@hubwise.co.uk should be used as the first point of escalation for any tickets, where you think there could be;

• A breach or complaint

• A financial exposure or detriment 

• Reputational damage

• You can also leave us a voicemail and we will endeavour to return your call on the same day.

• Any concerns with our wider service provision can be fed into the Service Delivery function or sent to me directly.

As part of our continuous improvement plan, we are developing an enhanced triage approach for new Freshdesk tickets.  This will have dedicated support across Hubwise, ensuring all ticket types are resolved within the required timeframe, reducing the volume of aged queries.  It will also include a review of the current service standards and the addition of more appropriate ones for categories such as deceased, probate, fund additions and offshore bonds (RL360).  

We recognise that a significant proportion of the queries raised are transfer related and you will have seen our recent communication setting out some of the improvements we have just delivered.  We hope that update and the ongoing Transfer MI enhancements will help you to better set expectations, reducing the need for general transfer queries.

I know you will as disappointed as I am to lose Julie, but I want to reassure you we are recruiting and have just offered the position, subject to references.  While too early to share the details, I can tell you that the individual concerned is a highly experienced Customer Service Manager, with more than 30 years of Financial Services experience.   I, therefore, expect to be able to write again soon and to update you further on the service improvements underway.

Kind regards