Having successfully secured the Investors in People (IIP) Gold Award in 2014 and 2017, S&G Response have achieved the IIP Gold Standard for their third consecutive time. Alongside this milestone, the summer of 2021 also saw S&G join the Institute of Customer Service (ICS), the professional body for customer service; whose main purpose is to drive customer service performance and professionalism across the UK.
The ICS partnership underpins all that S&G want to achieve in the customer service arena and highlights their commitment to customers as they work towards their next goal of obtaining the ServiceMark.
IIP’s anonymous survey was a great opportunity for the business to obtain honest feedback from their employees. Results showed 100% of employees agreed that the organisation has clear values; 99% think people’s behaviour reflects their values; and 99% feel trusted to make decisions in their roles which is imperative to not only employee job satisfaction but also to providing swift resolutions for customers following a motor incident.
Employee Learning & Development has been top of the agenda for some years with heavy investment in company-wide workshops and training. Recent initiatives include a rehaul of the induction process; a new e-learning platform launching in the fall of this year; and the recruitment of an L&D Manager to provide further upskilling opportunities to staff. The investment in people accreditation solidifies the importance for a unified approach to customer service excellence.
Nick Stone, Operations Director, commented, ‘A diverse and structured approach to career paths, training and education within the business helps us to improve daily. Our people objectively look at challenges and solutions from many different angles, ensuring we continually streamline our processes to the benefit of our customers.
Customer service is the critical service we provide at S&G Response. It embodies our purpose – “To enter a customer’s life briefly but leave a positive impact that lasts a lifetime”. It encompasses our Values, our Business Principles and our Culture. It is our differentiator.
Joining ICS means we will be able to tangibly report on our customer service quality. Accessing a true benchmark of our customer service and those of our supply chain partners against some of the best customer service providers in the country both within the Insurance sector and across all service industries.’
Jo Causon, CEO of The Institute of Customer adds “I’m delighted that S&G Response are members of The Institute of Customer Service. It’s a sign of intent and recognises the importance of delivering excellent service to customers. By joining forces with organisations from a wide variety of sectors, S&G Response is making a clear statement that the customer experience is a priority for them.”