Accreditation
Russell Jones & Walker has always placed great emphasis on client care and excellent service delivery. To this end we work hard to achieve the highest standards and we are proud to have achieved the following best practice standards across all our offices.
Lexcel
The Lexcel quality mark, awarded by the Law Society of England and Wales, is only given to law firms who meet the highest management and customer care standards. Lexcel accredited firms undergo rigorous independent assessment annually to ensure they meet required standards of excellence in areas such as client care and case and risk management.
Russell Jones & Walker was awarded Lexcel accreditation across all its offices in 2007 and has been successful in its annual re-assessments since. We are one of only six national law firms to have received Lexcel accreditation and one of the largest personal injury firms to match the standard. As a firm we are committed to continuous improvement and to providing a quality service to our clients in all areas of our work.
Julian Rose, a Senior Consultant with specialist legal best practice firm, Halas Associates LLP, who helped RJW with the accreditation process said:
“Lexcel accreditation is a major achievement for a multi-site, multi-disciplinary firm like Russell Jones & Walker. Standardising management and customer care procedures in such a rigorous way in such a large firm is a major undertaking requiring buy-in from all the partners and staff across all its regional offices. Russell Jones & Walker’s continuing commitment to retaining the mark recognises the importance the firm places on the quality of its service offering.”
CCA (Customer Contact Association)
Russell Jones & Walker’s Contact Centre, based in our Manchester office, not only provides a personal, fast, effective, efficient and sympathetic method of taking details of personal injury claims, but also provides Helplines for the members of our large number of trade union and membership organisation clients.
The Contact Centre was delighted to have achieved the CCA global standard accreditation in 2008 and since has been successfully re-accredited. Russell Jones & Walker is the first and only law firm to achieve this which demonstrates the firm’s wider view of commitment to best practice and customer care. The assessment covers every aspect of the call centre’s work, from customer focus through performance and operational effectiveness to recruitment and staff development.
The CCA, which has over 900 members who employ over 40% of the total contact centre population with the UK, was established in 1996 and is now recognised as the leading body representing the industry. The assessors praised the work that the call centre which was evidenced by the positive feedback from both customers and staff.
