RIFT Group scores a first with Institute of Customer Service ServiceMark Accreditation
The Kent based Financial Services group, known for its friendly, helpful and jargon free approach to tax matters is the first company is the first company in the tax sector, to be awarded Service Mark by the Institute of Customer Services. The ServiceMark is a national, independently assessed standard recognising an organisation's achievement in customer service, and its commitment to upholding those standards.
Kieran Brogan, RIFT Operations Director says:
“It is an honour to have been awarded Service Mark and a wonderful recognition of our great team. We’re especially proud of this accreditation as our focus on customer service isn’t just a guiding principle to us, but something we are formally committed to on an ongoing basis.
Customer Service is fundamental to us and it’s fantastic to have achieved theses results that demonstrate both our customer and staff satisfaction and our commitment to ensuring to we provide our customers with a higher and ever improving level of service”.
Since day one RIFT has been a customer-centric, family based organisation. The family business was founded 15 years ago on the idea of providing a helping hand to people who were being disadvantaged by complex HMRC rules and regulations after MD and founder Jan Post's experiences in the construction industry made her aware of how many people were ending up unfairly out of pocket.
Jan Post, Founder and Managing Director, says:
“I realised there were thousands of people working incredibly hard and not aware that they were entitled to claim tax relief, or how to go about doing so.”
That desire to help the underdog has remained firmly at RIFT’s core.
"For over 20 years, I've been a passionate tax refund champion for individuals and small businesses. From a family of entrepreneurs with a background in estate agency and small business support, I've always fought against the norm and striven to provide innovative and great value financial services for my customers. We are there to champion their cause and help them every step of the way in their journey to succeed. Every decision we make has that principle as its starting point.”
In awarding the ServiceMark the Assessor found that:
“It was very evident from interviews, written materials, measurement results and observation that a very strong core focus is the ownership of customer issues and the willingness to resolve them…”
“… customers are placed at the heart of everything RIFT does… “
“An open and very supportive management style with effective close contact ensures a friendly, effective and happy team approach is in place… All the directors, line managers and staff interviewed were found to be extremely helpful, friendly, professional and keen for the RIFT Group to achieve a world class customer service.”
Last year, RIFT won public recognition for commitment to customer service by winning the Kent Excellence in Business Award for ‘Customer Service and Commitment' and were finalists for the judged Institute of Customer Service ‘InMoment Customer Commitment Award’,
“We pride ourselves on being easy to talk to and easy to do business with; we don’t try to baffle or impress our clients by inundating them with technical language or legislation. Tax can be very complex and confusing, not to mention the worries about what will happen if you get something wrong. This leads to many people losing hard earned money to the taxman that should be back in their own pockets, making their own lives easier. If you overpaid for something in a shop, you’d ask for your money back. This is no different. It’s not about claiming something for free, it’s simply getting back what was always yours to begin with.”
2015 also saw RIFT a reach a number of growth milestones, including passing the £110 million mark in refunded tax for clients. That 255% growth in the past four years was also key in RIFT winning bronze in the Megagrowth 50 awards - a prestigious league table which identifies the 50 fastest growing businesses in Kent.
Jan is keen to point out that business leaders must always remember that providing great customer service isn’t just about box ticking; done right it improves the business at every level and it creates success.
Kieran adds, “All of this growth can be traced back to the relationship we have with our customers – they are our entire reason for being here”.
ServiceMark is awarded based on customer satisfaction feedback and an assessment of employee engagement with an organisation's customer service strategy. It helps organisations understand how effective their customer service strategy is, and identifies areas for improvement.
To achieve ServiceMark the following must be undertaken:
The Institute of Customer Service ServCheck, which is an organisational self-diagnostic tool identifying an organisation’s commitment to customer service and improvement
UKCSI which is a satisfaction rating from the organisation’s own customers
an independent site visit from an external assessor
The Institute of Customer Service Model is based on the premise that world class service relies on a customer-focused strategy leading to:
effective people performance
effective technology and processes
If you'd like to experience our customer service for yourself, get in touch on 01233 653006
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