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ICS ServiceMark Accreditation
We're known for our friendly, helpful and jargon-free approach to tax matters and that's led to us being first company in the tax sector to be awarded ServiceMark by the Institute of Customer Service. ServiceMark is a national, independently assessed standard recognising an organisation's achievement in customer service and its commitment to upholding those standardsDo I Qualify? Login to MyRIFT
ICS ServiceMark Accreditation
Customer service is a state of mind
It is an honour to have been awarded ServiceMark 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 independent rankings that place both our customer and staff satisfaction alongside much bigger and well-known brands such as John Lewis, Specsavers and Amazon. It's a great sign that we are on the right track.
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 becoming finalists for the 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.” says RIFT MD Jan Post.
We believe that great customer service isn’t just about box ticking. Done right, it improves the business at every level and it creates success. The growth of our business can be traced back to the relationship we have with our customers – they are our entire reason for being here.Do I Qualify?
A family business
Since day one RIFT has been a customer-centric, family-based organisation.
The business was founded in 1999 to provide a helping hand to people who were being disadvantaged by complex HMRC rules and regulations. It grew from MD and founder Jan Post's experiences in the construction industry which made her aware of how many people were ending up unfairly out of pocket.
Tax refund champions
Jan Post, MD, says
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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.
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 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.”
How is ServiceMark awarded?
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:
- Institute of Customer Service (ICS) ServCheck which is an organisational self-diagnostic tool identifying an organisation’s commitment to customer service and improvement
- Business Benchmarking which is a satisfaction rating from the organisation’s own customers
- An independent site visit from an external assessor over several days
The ICS model is based on the premise that world class service relies on a customer-focused strategy leading to:
- Customer-centred culture
- Effective people performance
- Effective technology and processes
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