Nockolds Achieves National Customer Service Excellence Award

Nockolds is delighted to announce that it has achieved the nationally recognised Customer Service Excellence (CSE) Award. 

Out of 10,400 solicitors’ practices in the UK, Nockolds is one of only three to have achieved this award despite there being over 700 CSE accredited businesses. Customer service has always been the primary focus for Nockolds and this Award reflects the quality of service both existing and potential clients can expect to receive when instructing them. 

The framework for CSE provides a structure to do this and has also given Nockolds the formal recognition of its commitment to and delivery of customer service. The Standard is based on a rigorous independent assessment of 57 elements, grouped into five criteria covering: customer insight, the culture of our organisation, client information and access, delivery and timeliness and quality of service. 

Richard Hamilton from Centre for Assessment Ltd, the licenced CSE certification body said ‘With only a handful of law firms having achieved Customer Service Excellence certification, this is a significant achievement for Nockolds. The Standard demands that a quality client management system is in place and the demonstration of a service that is truly best practice in the sector. Nockolds is clearly focused on its clients’ needs and consistently strives to improve its service levels. Congratulations to the whole team on your success’. 

Our independent CSE assessor, John Wooddissee, said ‘Working as I do, with a large variety of legal practices, I can say that the emphasis that Nockolds places on customer service is absolutely second to none! This is an award which is so very well deserved and recognises the excellent practice that Nockolds delivers on a daily basis.’

Managing Partner Darren Hayward commented ‘We are absolutely delighted to have been awarded the CSE award and we remain committed to engaging with our clients to find out what we do well and what we can improve on. Having achieved the Award, this has affirmed that we truly put our clients at the heart of everything we do and we now hold a nationally recognised award to certify this.’

Find out more about the Customer Service Excellence standard here.