The key to quality customer care

Our clients expect the best from us, and as we move forward with an ever-growing portfolio, it’s vital we build too.

It’s why we have expanded our Client Relations Team, to meet the increasing demand and to ensure we maintain the high standards our customers have become accustomed to.

Craig Jones now heads up the the Client Relations Team at WRS, supported by Cailemb and Katherine, bringing more than 15 years of experience within the company. 

Alongside the wider team, they have built strong, long-standing relationships with clients and take great pride in delivering the best service. We caught up with them to get an insight into what good customer service means to them.

What does good customer service mean to you all?

Craig: “To me, it means ensuring customers feel understood and appreciated. It’s about addressing their concerns with care and providing solutions that make their experience as smooth and pleasant as possible.”

Katherine: “Customer service means building strong, trust-based relationships with our clients by delivering exceptional service at every chance. It’s about listening to their needs, addressing any concerns swiftly, and always going above and beyond to maintain these relationships.”

Cailemb: “Great customer service is making things as simple and as stress free as possible for the customer. Being able to reassure them and for them to know they’re in safe hands and they can rely on us is what I strive for. This builds great trust and relationships between us and the customer, which is very important.”

What do you enjoy most about the Client Relations Team?

Craig: “I enjoy building relationships, solving problems, and making a positive impact on our clients’ experiences. Working with Katherine and Cailemb, who bring years of expertise, makes the job even more rewarding.”

Katherine: “Helping clients find the best solutions is what I enjoy most. Our team and business have a wealth of knowledge, and it’s always satisfying to use that to provide the best possible outcomes for our customers.”

Cailemb: “I really enjoy travelling across the country to meet clients. In a world that’s increasingly digital, we’ve found that in-person meetings create a more personal connection and often lead to more productive, meaningful conversations.”

Looking ahead

Expanding our Client Relations Team is about ensuring we continue to deliver the service our clients expect. With Craig, Katherine, and Cailemb leading the way, we’re focused on strengthening relationships, improving client support, and making it even easier to work with us.

As we grow, our priority remains the same – delivering service that’s efficient, personal, proactive and built around our clients’ needs.