Meet the finalists of the Fenland Enterprise Business Awards 2018: Part One

10th August 2018

Customer service

Nationwide Building Society, March Branch

All staff, whom we refer to as colleagues, are trained in customer care from the very start of their career, each colleague has a very defined development programme / training path and how we care for and make our customers feel valued is very much the foundation of this. All colleagues, live by our values – which are all about putting customers 1st and doing what is right for them, first time. The strategy of our business is very much around being the best at delivering to a “legendary service” to our customers.

To ensure that colleagues develop at customer care, their supervisors provide training and support by ongoing observations, coaching and feedback. Focus is always on colleague behaviours and how these made the customer feel. In every customer interactions we try and help them more, in all areas that we can.

Customer feedback is a key enabler in improving our customer care, this is obtained through post branch contact by our customer care team. This allows us to understand what went well and what didn’t, so that we can improve and develop the colleague experience and upskill all colleagues. Our branch managers, also pro-actively speak with members that visit their branch and seek understanding on how the customer felt about their experience and what can be improved.

Abtec Industries Limited

Abtec is a global specialist supplier of abrasives and associated products to industry. A customer base as diverse as engineering, woodworking, automotive, medical, aerospace, fabrication, marine, stone, construction and DIY

Ward Gethin Archer Ltd

Delivering world-class client care is at the heart of everything we do, as our tagline suggests we are “The Solicitors That Care”.

We believe that well trained and happy staff create happy clients which is why we are committed to ensuring that our staff, at all levels, are properly resourced and have the appropriate training in a positive working environment.

We conduct periodic staff surveys. At the beginning of this year we held our latest staff survey and results show that staff satisfaction has increased from 74% in 2014 to 80% today.

In terms of further staff training, all of the training we carry out is based on our own real feedback from real client

cases. For example, we often hold role play style training to prepare for mystery shops.

We do also conduct more formal compliance training, which initially is about making sure that all members of staff are fully compliant but as an end result, in turn, provides a great client service too.

Wherever appropriate we also encourage our directors and lawyers to join and participate in their specialist bodies and accreditation schemes.

We have appointed one of our directors, Sarah Scott, who oversees all of our staff training and compliance

requirements.

On an annual basis we will gather all staff together and go through client feedback and mystery shopping testing

results not only to bounce ideas off one another but to also ensure consistency across all our 9 offices throughout the whole company. This includes not just our solicitors and lawyers but also all front of house staff and also those in support and administration roles too.

Ward Gethin Archer Ltd is the only Fenland based firm of solicitors that are members of LawNet (see question 4). To be a LawNet firm, you have to achieve and maintain the LawNet ISO9001:2008 quality assurance accreditation. As a member of LawNet, having the ISO9001:2008 standard is crucial as we are aware that clients know and understand the meaning of ISO 9001 accreditation, reassuring clients that they can be confident that they will always receive the best possible service.

We are also Law Society Lexcel accredited which is recognised as the gold-star legal quality mark and is only awarded to legal firms who meet the highest management and client care standards. Lexcel accredited practices undergo a rigorous independent assessment every year to ensure they meet required standards of excellence in areas such as client care, case management and risk management.

Agrimech

Agrimech is a British Manufacturer of Automated Weighing, Bagging, Placing and Palletising Machinery for a wide range of products, offering a Total End of Line Automated Solution and Support Service