The proof is in the pudding: What it means to win a Business Quality Award
By Anna Pepler, Managing Director, Key Solutions Mortgages
Next February, Legal & General are hosting their eighth annual Business Quality Awards (BQAs). Launched in 2011, the awards recognise the hardest of workers in the protection industry, through their approach to customer service and their commitment to customer retention.
At Key Solutions, we were extremely humbled and grateful to win the Outstanding Customer Outcome award in 2018 – it’s a real testament to what the team do here. We make sure the customer is always at the heart of everything we do. Buying a home is usually associated with stress and can be a fairly long and arduous process. But as a company, we put a lot of time and effort into continuously thinking of ways to minimise this and make the process as enjoyable as possible. After all, getting the keys to your first home should be one of the happiest days of your life.
What’s special about Legal & General’s BQA’s is how they are measured and assessed on quality. They are objective and based on true metrics, rather than being subjective like other awards. Therefore to win the award and gain recognition from one of the UK’s most respected insurers for our hard work, was a real internal boost.
Until October last year, we did not even have a digital media presence. But over the last year, we have come a long way. There’s no doubt our win helped grow our presence in the industry, as clients and partners associate us for winning a Legal & General award.
Our philosophy for the way we conduct business isn’t to do with volume, turnover or profit. We are essentially driven by a set of beliefs and values that are integral to what we do.
Our core values are; trust, integrity, teamwork, service and transparency and everything we do and every decision that the company makes is brought back to these. We also have an ethos that we live by and it’s reflected in every case we deal with; making life easier and better for everyone.
This belief always comes across in how we approach people, whether it’s a customer or developer. We also pride ourselves in helping those who aren’t our customers. For example, if a mortgage broker is unable to help their client find the right solution, we are more than happy to provide advice and help brokers complete the process.
Our BQA achievement is now a big part of our ethos. It has given us a real desire to achieve more and constantly strive for improvement. We do not want to stand still, but instead drive change and continue to WOW our customers and help achieve their end goal of homeownership.
In terms of advice for those entering, I would say it’s crucial to be real. Tell your story and show what makes you different. Be honest in where you are, how you got there, and make sure you’ve got the evidence to back it up.
Lastly, I wish all entrants the best of luck and for those who will be successful, I hope a BQA is invaluable to you, just like it is to us.