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Wesleyan scoops top customer service award


Wesleyan Assurance Society's Customer Relationship Centre has scooped a major prize for outstanding customer service at the British Excellence in Sales & Marketing Awards.

The Birmingham-based financial services specialist was named Customer Service Team of the Year at the awards organised by the Institute of Sales & Marketing Management at the Lancaster Hotel in London.

Martin Howard, Operations Director at Wesleyan, said: "It's great to have an independent body such as this confirm what we already knew - that the Customer Relationship Centre (CRC) is doing an excellent job of demonstrating outstanding customer service.

"This award is testament to the hard work that everyone in Customer Services has put in over the three years that the CRC has been established. During this time we've gone from strength to strength in the drive to 'Be the Best' and deliver a quality customer experience. Our aim now is to be recognised as one of the top ten customer relationship centres within the UK financial sector."

There are more than 50 people working in Wesleyan's CRC at its Colmore Circus head office, dealing with hundreds of enquiries every day. It is more than just a call centre, with staff members dealing with customers by telephone, e-mail, written correspondence and the recently introduced innovative 'Click to Chat' messaging service through the website, that enables customers to submit short questions and get instant replies from an adviser.

As staff are primarily dealing with a professional customer base of doctors, dentists, lawyers and teachers, it is important they too have a high level of professionalism. To achieve this they receive good rates of pay and training that encourages them to take responsibility for each enquiry and ensure every customer has the same quality service.

A key part of the award application was the work it has done to ensure customers only have to deal with one team from start to completion when they make an enquiry. Out of 153,000 transactions last year, 97% were dealt with in this manner.

This is the latest in a line of award wins for Wesleyan. Earlier this year Chief Executive Craig Errington was named Director of the Year in the Large Business category by the Institute of Directors West Midlands, while the company was crowned UK Life Insurer of the Year' at the 2010 British Insurance Awards for the second time in three years and has been a finalist for the award for the past five consecutive years.

Bobby Nahal, Emma Longstaff, Kiran Johal and Steve Boyle (far right) from Wesleyan's Customer Relationship Centre celebrate their BESMA award win with David Beard from award sponsors Sage CRM Solutions (second right).















Bobby Nahal, Emma Longstaff, Kiran Johal and Steve Boyle (far right) from Wesleyan's Customer Relationship Centre celebrate their BESMA award win with David Beard from award sponsors Sage CRM Solutions (second right).

'WESLEYAN’ is a trading name of the Wesleyan Group of companies.

Wesleyan Assurance Society and Wesleyan Bank Ltd are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Wesleyan Financial Services Ltd, Wesleyan Unit Trust Managers Ltd, Practice Plan Ltd and DPAS Ltd are authorised and regulated by the Financial Conduct Authority.  Advice about investments, insurance and mortgages is provided by Wesleyan Financial Services Ltd.

Click for more information about the Wesleyan group of companies.

© 2018 Wesleyan Assurance Society