In recent weeks, we have worked to put together a client service charter as a guide for ourselves, and to offer our clients an overview of what they can expect from their partnership with Trustees Executors. This marks the next phase in our journey to lay the foundation for our new service model, with the aim of providing exceptional service to every single one of our clients.

The first step in this process was the release of our Code of Conduct, which outlines the standards of conduct we expect from our employees to make the right decisions for our business and our stakeholders. The Charter expands on this, outlining our promise to our clients, and the individual commitments required from all of our people to provide industry-leading and continuously improving service to our clients.

Defining our purpose

Our charter is built around a core purpose—being a trusted partner and adviser that works with and for you, the customer. We recognise that we are here for our clients, and work to facilitate their success to the best of our ability. This explicitly client oriented approach is conceptually simple, but also critical to our long term success. Maintaining this focus as a guide ultimately makes us as effective as possible for our clients, and thereby serves to drive and maintain our own success as a market leader.

The importance of second-to-none customer service

The needs of our clients are constantly changing and evolving. Because of this, providing the best possible service requires our representatives to be flexible, knowledgeable, and client-focused. By adhering to our charter, our employees commit to providing customised, innovative service to every customer. That means listening and developing a thorough understanding of the businesses we work with, communicating effectively, and aligning our priorities with theirs.

The OneTE "Clients First" Service Charter places our customers into the forefront and outlines the individual commitments required of our team members. These involve personally putting the customer’s needs first, taking ownership of client issues, and fostering a healthy and innovative growth environment for other team members. Each of us is committed to being there when our clients need us, and providing the innovative expert solutions they rely on us for.

Building a stronger culture of service

Trustees Executors, like any business, is made up of many individuals with their own unique personalities, skills, and individual goals. This means that, to ensure that we can provide consistently great service, we need to develop a strong culture of service, backed by the necessary expertise.

The first steps in this process have been to issue our Code of Conduct, and now our Charter. To make sure that these ideas take root and are internalised at every level, we’re now also introducing our Living the Charter Monthly Meetings. These will allow us to rate our performance against the Charter, and to discuss and collectively improve our ability to provide an ideal customer experience. These will soon be joined by workshops that will aim to help us further explore how to apply the Charter’s promises and commitments to our work.

The Charter is ultimately both a guide for us, and also a document to which our customers will hold us accountable. It is our promise and commitment that we listen, we care, and we are here to deliver an exceptional level of service. We will apply our focus, expertise, and the latest technologies to facilitate your success. If you’d like to learn more about our services, our code of conduct, or our charter, please don’t hesitate to get in touch with us!