Spotlight on... our client services team
Whether by telephone, fax, e-mail or internet, when contacting
the bank, our clients are dealt with by the client services team.
The team of 12 receives an average of 300 queries every day, such
as new account enquiries, renewing online login passwords, Visa
card queries, foreign currency exchanges and payment requests, to
name but a few. The team plays a fundamental part in our operations
and in serving our clients better than any other financial services
organisation. As such, all our clients may rest assured that the
care and attention received will be amongst the very best in the
industry.
Clients using our service centre will speak to one of our
dedicated operatives, with phone lines open between 8am and 8pm (UK
time) Monday to Friday.
We are very proud to operate on a human basis with 99.66% of
incoming calls answered by a real person within three rings and no
touch-tone system in operation. The team's efficiency has been
acknowledged in the results of independent research*, where they
scored an impressive 9.2 out of 10 for their speed of response and
also achieved an overall client satisfaction index score (CSI) of
91.2%, being considerably higher than the national UK customer
satisfaction index (UKCSI) of 76.7%** and representing performance
that is well above average.
Every individual within the team has at least three years'
banking experience, with an average of 13 years. An extensive
ongoing programme of cross training enhances the skills of our
client services team, resulting in employees who are knowledgeable
about the whole spectrum of the bank's products and services. This
means that our clients benefit from a single contact point where
all their needs can be addressed easily and efficiently.
Our client services team profile
sheet introduces each member of the team and they will
be happy to answer any questions you may have by contacting them on
+44 (0) 1624 645000 or emailing iom@fairbairnpb.com.
Pictured on back row (left to right): Ann Andrade, Sharon
Hibberd, Lynne Cowin, Elaine Gildea, Mike White, Louise Shimmin,
Vikki McCausland and Louise Earner.
Pictured on front row (left to right): Lucy Connick, Nikkie
Downe and Rick Critchley-Smith.
* Source: Client survey conducted by The Leadership Factor in
2009/2010
** www.ukcsi.com, January
2011