Shergroup invests in customer service
 
It’s not just any old service, it’s Shergroup customer service! The UK-wide outsourcing specialist has followed the lead of the country’s top stores and established a new customer service team to help clients with their queries.

Shergroup, which provides security, technology, outsourcing, legal, enforcement and most recently recruitment services, has established a hub of customer service experience with a team offering over 50 years’ service in handling enforcement and legal business.

Shergroup Chief Executive Claire Sandbrook said: “We understand that our customers have a choice about who they call on to be their providers, so we wanted to give them a real centre of excellence when it comes to some of the tricky questions we get asked, particularly in our enforcement division.

“We have found that our backbone of technical knowledge can be turned into a set of very valuable customer solutions. We originally offered personal account management but found that actually we needed to be consistent in covering times when colleagues weren’t in the office. So by harmonising the skills of our current team and updating their product knowledge into new areas of Shergroup business, we can offer even more help and advice to our customers.”

She added: “Shergroup led the way in developing client relationship managers when High Court Enforcement Officers were created in 2004. Now, we are moving that forward into creating customer solution advisors who are a one stop shop for all Shergroup customers.”

The team is comprised of Raz Dadabhoy, who joined the Sheriffs Lodgment Centre in 1998 along with Cathy Rhys and Jackie Morgan, who are long standing colleagues and know their Writs upside down and inside out! They are ably supported by FiLEx, Sharon Housden and new joiner Danielle Payne.

Mrs Sandbrook explained: “This new, friendly team has benefited from intensive product knowledge and customer service training. We have modelled the new team on the customer service experience of retail giants such as Marks and Spencer and John Lewis, as we all shop there and know how we like to be treated as VIP customers.

“Our model is to be able to use the experience to grow our customer solutions hub for the benefit of all our customers who are our VIPs. Those customers who have been used to dealing with just one contact can now call on five people to help them resolve any query they have.”

Alongside this front-line team, Shergroup continues to invest in its support teams at its base in Braintree, Essex including operations, finance and marketing along with its captive back office and technology hub based in Delhi, India. The customer solutions team is contactable on 0845 890 9200.

 
 
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