Shawbrook Bank Selects Firstsource as its Contact Centre Partner

Specialist bank expands its multi-channel commitment to customer experience – Shawbrook Bank selects Firstsource as its contact centre partner

Firstsource Solutions Limited has been appointed by Shawbrook Bank Limited, a fast growth specialist retail and commercial bank, to increase its customer service capacity for its retail banking users.

With over 300,000 active and engaged customers, Shawbrook provides highly personalised, practical lending and savings products to individuals, businesses and real estate investors. As part of the bank’s multi-channel customer service strategy, Firstsource will be the sole outsource provider for customer enquiries.

Paul Went, MD Consumer at Shawbrook Bank said,

“This partnership underlines our desire to give customers the best of both worlds: the ease and efficiency of cutting-edge technology combined with the all-important human touch. This approach is only possible by working with best-in-class technology and data providers like Firstsource.

“Our focus is on providing exceptional customer service to address our customers’ needs and preferences, including the channels through which they want to interact with us. Working with Firstsource increases our capacity to have high-quality conversations over the phone with customers, offering practical and personal help at those times when a human voice can make such a difference.”

Rajiv Malhotra, Head of Europe, Firstsource, comments,

“We have a rich history of providing banks with customer support services and have recently been helping them implement digital-first offerings. This is our first partnership with a specialist bank and an opportunity to bring our Digital-First, Digital-Now and people-centric approach to this environment.

“In our conversations with Shawbrook, its emphasis on customer service and supporting people was apparent. Shawbrook is strong at delivering a digital experience, but there’s no substitute for calling your bank for complicated queries such as loan applications or refinancing.

“The bank’s emphasis on giving customers the choice of multiple digital touchpoints combined with telephony when they need it is in line with our ethos.”



Firstsource has set up state-of-the-art customer service operations for Shawbrook at its contact centre in Pontypridd.

Operating in the UK since 2006, Firstsource has grown to over 5,000 employees across six regional sites. It serves market-leading UK companies across retail banking, insurance, media, telecom, utilities, and life sciences.

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a leading provider of transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology and other industries. The Company’s ‘Digital First, Digital Now’ approach helps organizations reinvent operations and reimagine business models, enabling them to deliver moments that matter and build competitive advantage. With an established presence in the US, the UK, India and the Philippines, Firstsource acts as a trusted growth partner for over 100 leading global brands, including several Fortune 500 and FTSE 100 companies.

For additional information on Firstsource visit their Website

Banking for the real world: Over the last decade we have built a new type of bank that is designed to accommodate individuality, diversity and the dynamics of the modern world. Our ability to provide highly personalised finance solutions to help our customers achieve their immediate ambitions is enabled by our unique platform, which combines and integrates modular technology with human expertise, judgment and ingenuity. We power up ingenuity to create opportunity, every single day.

For additional information on Shawbrook visit their Website

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