DAS shortlisted for two categories at The Forum Awards

DAS UK Group, the UK’s leading provider specialist legal expenses insurance, has been shortlisted in two categories at The Forum Awards.

Held annually, The Forum Awards showcase successful initiatives and recognises the individuals and organisations that are leading the way in raising standards in customer service.

DAS UK’s Customer Experience & Insight team has been shortlisted for the ‘Quality & Customer Experience Team’ award, while Performance Manager Gabi Stedman-Braun has been shortlisted in the ‘Quality & Customer Experience Manager of the Year’ category.

Both entries were centred around the launching and embedding of a new service framework and quality assurance criteria that comprised involved some of the following key activities:

• The design and launch of a new ‘Right Service’ framework based around the Nunwood ‘Six Pillars of Service Excellence’.
• The creation of a quality assurance monitoring form aligned to the framework and linking to DAS UK’s RIGHT values (Respect, Integrity, Go the Extra Mile, Honesty and Think Customer). The monitoring form has been embedded across the company’s Customer Solutions department allowing the direct comparison of customer service whether it is conducted within the call centre, as a claim, or via legal advice. The framework is also being embedded within DAS UK’s new legal solutions auditing process which is overseen by DAS Law, the company’s legal practice.
• Incorporating customer feedback into the revised quality assurance approach so all employees have a complete understanding of exactly what a customer has felt and said.
• Implementing monthly ‘Service Champions’ recognition awards whereby customer feedback -aligned to the pillars within the Right Service framework - is celebrated, helping to bring to life examples of great customer service.
• Working with Learning & Development to embed the Right Service framework within DAS UK’s on-boarding training for all new recruits.

In particular, Gabi Stedman-Braun has played an integral role in shaping the development of DAS UK’s Customer Service offering in 2020. Gabi was able to utilise the knowledge she gained The Forum’s Assisted Learning programme while also sharing best practice with colleagues and wider teams across the business. Gabi successfully completed the programme and achieved an accreditation as a ‘Specialist Professional in Quality & Customer Experience’.

Other companies nominated in the categories include The Loop, Open University and the AA.

Vicky Reynolds-Jones, Head of Customer Experience & Insight, DAS UK, commented: “We are very proud of Gabi and her team.  Being nominated for two award categories is fantastic recognition of the importance placed upon customer service delivery at DAS UK.

“Designing and launching a new service framework from scratch is an incredible achievement but to do so during a global pandemic where all communications had to be carried out virtually is truly awe-inspiring”.

Jay Williamson, Head of DAS UK’s Think Customer Programme, commented: “To deliver a new service framework from scratch in any year is impressive but to do so in a year like 2020 is nothing short of extraordinary.

“I had the pleasure of working with Gabi and her team as they progressed this work so I can testify first hand to the quality of what they delivered but also how they delivered it, taking every available opportunity to look at the challenges of rolling this out during a global pandemic not as barriers but as opportunities in themselves. The nominations that have followed as a result are richly deserved.”

The awards ceremony takes place virtually on Friday 23 April.