We were among the first firms to deliver volume remortgage services to the lending sector in 1999 (initially through our sister firm, Hugh James) and we are one of the few original service providers remaining in this sector.
Due to our extensive experience in the sector, we are able to ensure consistency and efficiency at all stages of the remortgage process through high levels of training, supervision and audit.
Our structure, systems and procedures give us the ability to consistently meet service level targets set by our clients in order to maintain high customer service standards at a competitive fixed cost. As well as this, our management information reporting system enables us to provide our clients with tailored reports to meet their individual needs, together with historical data and forecasts to assist in future planning for changes in volumes and capacity requirements.
For end customers, we offer a secure 24/7 online case tracking facility which enables individuals to track the progress of their case, upload important documents and complete forms. We believe this is a market leading portal which helps speed up the remortgage application and gives flexibility to the customer, helping them to feel in control of the process.
Due to the flexibility and resilience of our systems as well as the structure and supply of staff, we are able to scale up our operations at very short notice.
Capacity management is one of our key strengths and we are experienced in dealing with fluctuating levels of instructions in a way in which our performance and customer service levels are maintained. Consistency of performance is critical to our clients in both of these areas.
Our staff have obtained valuable expertise in assessing the needs of clients in this field. We remain committed to obtaining and processing volume work cost effectively and with exceptional levels of service delivery. We continually invest heavily in our staff, training, quality systems and procedures, and IT in order to achieve this strategic business goal.