‘Exceptional’ service gains firm top marks

Jelf and Investor in Customers directors  at the presentation of the awards SUS-160321-110740001
Jelf and Investor in Customers directors at the presentation of the awards SUS-160321-110740001

‘Exceptional’ client service enabled an insurance broker to gain top marks in a customer service assessment.

The Worthing branch of Jelf, based in Liverpool Gardens, was awarded the highest ‘three star’ grading in the Investor in Customers (IIC) assessment.

The branch received the grading for the fourth year running.

Regional managing director Jeremy Wilson said: “Receiving this coveted award from IIC is an outstanding achievement for the team and one that I am extremely proud of.

“It demonstrates the hard work and commitment that the team shows every day to ensure our clients are at the heart of everything we do.

“We know our score increases year on year because we listen to our clients and are dedicated to implementing change in line with their needs.”

The IIC assessment ranks organisations on a scale of one to ten, judging them on consistency of customer service.

Scores are decided by independently-verified feedback from clients and staff.

Jelf scored 8.81 out of ten.

Charlie Williams, of IIC, said the consecutive ‘three star’ ratings was an ‘outstanding achievement’.

He said: “Over the past eight years, Jelf has consistently improved their rating with better and better scores from their clients.

“To have so many branches rated at the highest ‘three star’ level is an outstanding achievement and demonstrates how Jelf’s staff have worked to understand and meet the needs of their clients.

“The team in Worthing is to be congratulated in their achievement but as they have demonstrated year on year, I know they will continue to strive to improve the advice, service and trusted adviser relationship they offer to clients within the community.”

Formed in 1989 by Chris Jelf, the group has 36 offices in 33 locations across England and Wales, employing more than 1,200 members of staff.

The group was acquired by Marsh, a global leader in insurance broking and risk management, in December.

The IIC organisation was established in 2006 and offers companies the chance to gain an independently-assessed award for customer service excellence, based on a one to three-star system.