The accreditation requires organisations to undergo a rigorous assessment process involving interviews with clients and employees conducted by a qualified assessor, on-site visits and an in-depth examination of those areas of the business deemed to be a high priority for customers - namely delivery, timeliness, information, professionalism and staff attitude. The accreditation lasts for three years, with holders subject to annual re-assessment.
Mike Harris, Customer Service Manager at Tees, said: “Client experience is at the heart of everything we do, which is why we are so delighted to have achieved this prestigious accreditation. We always tell our clients to ‘expect more’ from us, and the Customer Service Excellence award not only demonstrates that we are attaining those high standards set, but also gives our clients reassurance that we are continually striving to put them first, at every touchpoint on their journey with us.”
Tees has consistently received excellent client feedback in the annual rankings of specialist directories such as the Legal 500 and the Chambers and Partners guide to the legal profession. In this year’s Legal 500 results, many of the comments received from clients praised the firm’s client-centred approach: “I was delighted with the service that was received from the team at Tees”, “Our experiences of all aspects have been excellent”, and “Tees is highly professional, responsive and client-friendly.”
Group Managing Director, Ashton Hunt (pictured), said he was “bursting with pride” when he announced the firm’s achievement. He explained: “This award comes as a result of a thorough and detailed assessment of the whole firm’s approach to delivering a first-class service to our clients, and every single member of our team should take enormous pride in receiving it. It’s a recognition of all the hard work that everybody is doing and proof that putting client experience at the heart of our strategy is woven into our very fabric.”
Looking to the future, Ashton says the firm remains positive about the year ahead: “Our aim going forward is to continue to improve the experience we seek to deliver for every Tees client. We have learned a great deal from how we have been able to continue to deliver for our clients during the pandemic, and our experiences are helping to drive further improvements to be implemented across the business. Our core strategy remains: to continue to invest in the best technology to support our outstanding people, who are focused on delivering an exceptional experience for our clients.”