Tees has once again been re-certified and named as meeting the criteria for Customer Service Excellence (CSE) by the Centre for Assessment (CfA), on behalf of the Cabinet Office.
The assessment report provided to Tees this month (November 2023), pinpoints key strengths as ‘an organisation which very clearly understands the critical role that customer service plays in enabling it to meet its strategic objectives.’ Tees is visited annually by representatives of the CfA to review our practices and this year it has been revealed that we have an extremely good record of resolving the very few complaints that we do receive.
The report also recognises the significant work that goes into us re-achieving this status time and time again. It is clear with our growth strategy ahead of 2028, that we are determined to ensure our client journey is as friendly, easy and hassle-free as possible. We continually reinforce the message that clients are at the heart of everything we do and have worked hard to adapt processes to meet requirements to cater for our clients such as disability, deafness, illiteracy and mental health issues.
Customer Service Excellence is a national quality mark that seeks to recognise organisations that have a truly customer-focused culture and to promote continuous improvement. Certification to the Customer Service Excellence standard is achieved through a rigorous assessment process and an on-site visit to establish whether an organisation meets the scheme's requirements.
Group Managing Director, Ashton Hunt, said:
“It’s wonderful to be re-certified for Customer Service Excellence again this year. It recognises the hard work of all our colleagues here at Tees to ensure we hit the criteria needed, but ultimately, it’s all about our mantra of depth being in all we do. We are committed to ensuring that all of our clients feel valued and supported by our knowledgeable and highly experienced solicitors and advisers and so it is a real honour to once again be recognised for our efforts.”
The new report states that it ‘was clear from the assessment process that, despite continual change, and ever-increasing competition within the legal profession, Stanley Tee LLP, comfortably re-achieved the high standards necessary to be accredited against the Customer Service Excellence Standard.’