What good service means to you

Transcript for Richard Basham-Jones

My name is Richard Basham Jones, I'm the head of customer experience for pensions and also for operational support teams.

For me, good service means a whole variety of different things. The first thing has got to be that we make it as easy as possible for anybody coming to us, wanting a service from us, whether that be a financial adviser, an employer or an end-customer. So we got to make things as easy as possible and deliver the best possible service. That means we very much got to listen. We've got to adapt our style and approach to make sure that we can fit all those different individual needs

And, you know, we've got to deliver on our promises to build up that level of trust. So if we say we're going to do something, we're going to commit to do it. We've actually got to deliver that. And that, of course, builds up that trust that takes the ownership element from our side. So if we make sure we're listening properly, delivering what you're asking, making sure we got that ownership in there, that will ultimately build up that trust.

So a whole variety of different things, I think, for me about and building up the overall end to end customer experience.

On screen question: How has Royal London looked after it’s people and it’s customers during the pandemic?

So we got an incredible amount of work in this space, actually, so certainly trying to focus on supporting our end customers it's to try and make things even easier. So we know that customers haven't been able to post things in the same kind of way, you know, financial advisers, haven't been able to do that and employers haven't. So we tried to move to far more online and digital technology

We've tried to move to signature less, far more to make that whole experience easier. And that's definitely worked. And we've had some great feedback on the back about which I think has been really important. We've also very much looked at some activity where we've been sending out regular updates and communications, be that via our app on the pension side, but also, of course, via our newsletters to employers and out to IFAs as well so I think that's been really well received.

On the colleague side we've done a whole host of activity, as I mentioned earlier, actually looking at how can we focus on making sure that people are in the best place possible. So a whole range of support activity we've had external speakers in to help people understand how they can regulate their own stress. We've educated our leaders far more with a whole range of different topics, but mostly delivering about how to manage the remote team now in this environment. So an awful lot of activity and work done both to focus on our people and the course on the customers as well, which are both as equally as important to us.

This website is intended for financial advisers only and shouldn't be relied upon by any other person. If you are not an adviser please visit royallondon.com.

The Royal London Mutual Insurance Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The firm is on the Financial Services Register, registration number 117672. It provides life assurance and pensions. Registered in England and Wales number 99064. Registered office: 55 Gracechurch Street, London, EC3V 0RL.