The Kingsbridge Experts: Customer Service Edition
We’ve sat down with the leaders of each department at Kingsbridge, to give us an insight into their daily role. Here we speak to our Customer Service Team Leader, Katie Hughes, whose goal is to make your experience with Kingsbridge quick and easy, as well as making sure you have everything you need from us.
Let’s start with what your role is at Kingsbridge
I’m the Customer Service Team Leader, which means I oversee all things customer service (the clue is in the name)! I make sure that emails are being responded to and customer queries are being answered by the team. Most of my time is spent reporting on and monitoring the quality of the customer journey that we provide, making sure that it is as near to perfection as possible. I also help to resolve any complaints that we get (although they are usually rare) and provide training and one-to-one sessions with my team members to ensure they are supported and well equipped to deal with whatever the day may throw at them!
What would you say is the best part of your job?
My amazing team. I am so lucky to have such a wonderful team who are so hardworking and willing to help whenever they can. They strive to deliver excellent customer service, always asking for feedback on how they can improve the service they provide to our customers. If one team member is having a tough day, I can always rely on the other team members to boost morale. They help our customers as quickly and efficiently as possible whilst juggling many other tasks and queries at the same time. They blow me away every day with how resilient they are and I think they’re pretty fab!
Why is customer service important at Kingsbridge?
As with any company, customer service should be one of the most important aspects of business. At Kingsbridge, the customers have always been at the heart of the business, so it is imperative that we continue to build on our already brilliant service reputation (a Feefo 4.8 out of 5-star service rating to be exact!) to make certain that people think of Kingsbridge first when looking for their business insurance. Whilst gaining new customers is important, looking after the ones we have already is paramount and my aim is to ensure our reputation precedes us for all the right reasons.
What sort of queries do you usually deal with?
Honestly a bit of everything; from re-sending documents, changing personal details through to IR35 queries and midterm adjustments. We are the first port of call for any customer queries and we always strive to do our best to help and resolve all queries as quickly and efficiently as possible.
What is your most frequently asked question?
One of the big questions that customers ask us is why the policy is an annual contract of insurance. Professional Indemnity works on a ‘claims made’ basis meaning that if a claim was made against your company today, even if it was due to negligence from 2 years ago, you would need to have a live Professional Indemnity policy today – the point at which the claim was made. It’s for that reason that our automatic renewal system is in place, making sure that there aren’t any breaks in cover when you may need it most. If you have closed your company or your company is dormant and you are worried about being covered for any future claims, we have run-off covers that may be of interest to you.
What is the best way for contractors to get in touch with the customer service team?
Whichever way they choose to contact us, their query will be dealt with by one of the wonderfully erudite Customer Service Team members. We look forward to speaking with you soon!