Elian has become the first fiduciary services business to join the Institute of Customer Service. The Institute of Customer Service (ICS) is an independent professional body for customer service, which aims to promote the tangible benefits of excellent customer service to organisations and their employees. Elian has joined the Institute on a three-year term as a council member, and was visited by a team from the Institute earlier this year to discuss plans and activity for 2015. Membership gives Elian access to the Institute’s breakthrough research, benchmarking and measurement tools.
Employees will be able to take advantage of specially developed training designed to maximise service delivery performance. Elian COO, Simon Willing, said the membership underscored the company’s pledge to consistently anticipate and adapt to evolving client requirements.
‘I’m particularly proud that Elian is the first fiduciary services business to join the ICS. At Elian we have a clear vision: to continually deliver more value and outstanding client service. Our relationship with the Institute will help us to deliver on this by giving us access to service experts. We will review all our practices to ensure they are client focused, and employees will have the opportunity to undertake specialist client training that is recognised and accredited by the Institute,’ he said.
Jo Causon, chief executive of the Institute of Customer Service commented: “I’m delighted to welcome Elian as members of the Institute of Customer Service. Membership of the Institute provides the opportunity to benchmark against other organisations in a range of sectors; opportunities to share with and learn from other members within the extensive network; access to our research and insight; and the opportunity to drive service professionalism, through our customer service qualifications programmes.”
Elian is a specialist in Corporate Services, Fund Services, Private Wealth and Capital Services. The group employs 500 people across 10 offices and has delivered 15 years of back-to-back growth since launch as Ogier Fiduciary Services in 1999.