Fairbairn Private Bank wins National Training award
15 December 2006
FAIRBAIRN PRIVATE BANK WINS NATIONAL
TRAINING AWARD
Fairbairn Private Bank has won a prestigious
National Training Award, the highest level of award in the UK, for
showing exceptional achievement through training and people
development. There were only 50 awards granted across the
entire UK covering all businesses, training organisations and
individuals who have achieved excellence and success.
Fairbairn Private Bank was both the only British Offshore Island
company and also the only bank to receive an accolade.
The award, presented by world athletics record
holder Colin Jackson at The Lancaster Hotel in London, is in
recognition of a five-year training initiative that has positively
transformed the bank’s Customer Service Centre.
Introduced in 1999, the training within the
Customer Service Centre (CSC) was designed to support the bank’s
principal aim: “To serve our clients better than any other
financial services organisation”. The programme of change
involved CSC staff being trained in new approaches, procedures,
products and services. The bank invested in the extensive
training of 15 specially selected staff, using a mixture of senior
staff and external trainers to deliver courses.
The training has enabled the bank to exceed
targets for reducing justified complaints, financial errors and
account closures. Dramatic reductions have been seen across all
these areas and new accounts are being opened at a rate almost
twice the rate seen in 1999. It has also enabled new
standards of service to be introduced: 98 per cent of calls
are now answered within three rings, a client survey shows 98 per
cent of respondents are now more than satisfied with the standard
of service, and 99 per cent are more than satisfied with the speed
of answering telephones. Client referrals now account for
over 80 per cent of business introductions and new accounts
outnumber closures four to one.
Greg Horton, Managing Director, said: “We are
delighted to receive such a prestigious national award for our
commitment to training and personal development. We set out to
transform our CSC into a centre of excellence and by developing a
highly bespoke training programme, we have been able to set
exceptionally high standards of service. These in turn have served
to influence other business areas within the organisation,
promoting the adage of our customer always comes first.”
The CSC is seen as a critical part of the
overall success following the bank’s restructuring, and helped the
bank achieve a first for the industry – winning the Best Commitment
to Service award at this year’s International Investment
International Fund and Product Awards. In fact, the bank has
amassed more awards than any other offshore bank – 11 wins and 12
highly commended – in these major industry awards. It also achieved
a listing in The Sunday Times 100 Best Small Companies to Work For
in 2005, the first time a bank had ever obtained this accolade, and
was also one of only 20 companies to rise up the ranking on this
year’s list.
Ends
For Further Information:
Janet Taylor or Lesley
Allegro
Tel: 645000
Issued By:
Lisa Creighton, Isle of Man Advertising &
PR
Ltd
Tel: 620440
Notes to Editor:
Fairbairn Private Bank operates a
comprehensive private and personal banking operation on behalf of a
wide range of clients. These include private individuals, small and
large companies, trusts, governments and institutional investors. A
full range of banking, investment, trust and corporate services can
be accessed through its offices in the Isle of Man, Jersey and its
representative office in South Africa.
When referring to Fairbairn Private Bank –
please ensure that the company name is printed in full and not
abbreviated.