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Legal and Risk accredited with Lexcel and CSE for another year

Lexcel Tick and Customer Services Excellence Accreditation

Lexcel

Legal and Risk Services have successfully retained their Lexcel Legal Practice Quality Mark. The award is achieved for reaching high standards of client care, risk management and effective outcomes on legal file matters. It is believed just 16% of legal practices receive the Law Society’s Lexcel Chartermark which includes private law firms and inhouse legal teams. Following a rigorous audit of policies, practices and performance, the Lexcel report noted the many areas of good practice, in particular highlighting “The lengths to which Legal & Risk has gone to ensure staff wellbeing during the challenges of Covid is perhaps the standout good practice encountered.”

 

Customer Service Excellence

Legal and Risk Services has also been re-accredited with the Customer Service Excellence (CSE) award in recognition of its commitment to putting customers at the heart of their service. The assessor noted in her report that “even with the current demands and restrictions of the Covid -19 Pandemic the service aim to achieve a high-quality delivery by identifying and responding to the needs of clients”.

During the assessment the assessor awarded 4 compliance plus scores. These are awarded for behaviours or practices which exceed the requirements of the standard and are viewed as exceptional or as exemplar to others. These were awarded for:

  • Our corporate commitment to putting the customer at the heart of service delivery
  • How we empower and encourage all employees to actively promote and participate in the customer focused culture of our organisation in many ways
  • Our commitment to benchmarking with others which has resulted in helping others improve and given us confidence that our service is performing at the highest of standards
  • Our ability to continue to meet the demand of our clients’ needs in regards to timeliness and quality of service during these challenging times. The auditor highlighted our high performance is of note considering the extra demand, over and above business as usual.

  

Mark Harris, Director of Legal and Risk Services, said:

“Congratulations to everyone at Legal and Risk and Welsh Risk Pool Services yet again, for achieving our Lexcel and CSE accreditations. Our success is all down to the brilliance and incredible hard work of every single member of staff. Special thanks to the staff who engaged with and wowed our auditors. Extra special appreciation to Lowenna Taylor for setting the foundation for two successful audits, by making sure that each auditor was thoroughly briefed on our wide-ranging services and our commitment to excellence, before they even got to us.”