Cabot Financial Win Customer Commitment Award – Business-to-Consumer at the 2024 Institute of Customer Service Awards

We were absolutely delighted to see our Cabot Financial Team recognised at the Institute of Customer Service Awards in London on 12 March 2024. In recognition of the Team’s hard work and proud support of our customers, we had entered the Customer Commitment Award – Business-to-Consumer category and the team bought home the UK wide award on the night.

The Institute of Customer Service is the UK’s independent professional customer service body. In their words, they exist to “improve your business performance by improving your customer experience”. By working with businesses, the public sector and the Government, they are working to position the UK as world leaders in service”.

The Customer Commitment Award – Business-to-Consumer category is for any organisation in the UK that has “differentiated itself through a well communicated customer commitment operating in the business-to-consumer environment. Judges look for evidence of the execution of a customer-oriented culture showing consistent commitment to customer service excellence”.

It is a huge testament to the hard work, quality and culture of the people in our Operations and Support Teams that they have won this award. To be able to win a UK wide award, that goes well beyond our sector, is a massive indicator of the strength of what we do every day and how our people are genuinely living our values.

The judges were particularly impressed with:

1. our post contact consumer feedback
2. our feedback and reviews from Customers on external websites
3. our quality assurance and compliance
4. our brand personality and customer engagement strategies
5. our vulnerable customer support
and
6. our 11 pillars of Customer Centricity, which show how we ensure people and processes work together to provide the best experience and outcomes we can.

A huge thank you to everyone in Cabot Financial for what you do every day. We know that the subjects and topics our Customer Consultants support customers with everyday can be challenging. It’s heartening to know that their efforts and the efforts of everyone around them who support our customer’s as they look to return to financial health, are seen in such a positive light by the UK’s independent professional customer service body. Thanks again to everyone for everything you do, we couldn’t be prouder of your efforts.