Showcasing the Best of Welsh Business

Cwmbran Based Call Centre Wins Highest Level of Award Under the Investors in People Standard

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We are Golden!

Staff and management at We Fight Any Claim (WFAC), the Cwmbran based call centre, which currently specialises in reclaiming mis-sold PPI, are celebrating after being awarded the highest level of award under the Investors in People standard, as they were deemed to be Gold standard.

Torfaen MP Nick Thomas-Symonds officially unveiled the company’s IIP award during a visit to the offices of WFAC last Friday (27th November).

Since 1991 Investors in People has set the standard for better people management, and its internationally recognised standard defines what it takes to lead, support and manage people well for sustainable results.

We Fight Any Claim, which employs over 650 people at its headquarters in Llantarnam, was assessed and awarded the very highest level of Gold in August this year by the IIP team working on behalf of the Welsh Government.

Only 7% of IIP accredited organisations across the whole of the United Kingdom have achieved Gold status, and, of the 1216 companies in Wales with IIP status, only 115 have achieved Gold – a list to which We Fight Any Claim can now be added!

In the report, produced on behalf of Investors in People Wales, which recommended WFAC be awarded Gold standard, the assessor notes that:

“The organisation has a very warm and welcoming feel and many staff talked about this during interviews. It certainly is an organisation, which uplifts morale and where all people feel truly valued for their contributions to organisational success. The Assessor was very impressed by the positive attitude displayed by everyone interviewed and their firm commitment to the work of WFAC. Senior Managers in turn, are fully committed to creating a positive climate, for everyone involved, to work, learn and develop in.”

And further goes on to state that:

“WFAC is a fast growing, forward thinking, vibrant business, with motivated and energetic staff; a prestigious claims management company, at the forefront of the PPI Industry. The company has grown by 250 staff in the last 9 months and they are now amongst the biggest employers in South Wales, dealing with over 35,000 customers a month. There is very strong and visionary leadership from the Senior Managers, who really care about their people and the opportunities they provide to help them learn, develop and progress their careers.

“People feel very included and genuinely valued and everyone can see the contribution they make to business success. There are many examples of how people are shining, both as individuals and part of WFAC team.”
Managing Director of We Fight Any Claim, Simon Chorlton, was delighted by this recognition of the hard work he and his senior management team have put in place over the last two years to make WFAC a successful, vibrant and fun place to work. Commenting about the award of IIP Gold Standard he said:

“We have spent a great deal of time and effort, and made financial investment, in creating the best environment we can for our most valuable asset here at We Fight Any Claim, our people. Over the last 18 months we have put in place a number of initiatives and structures to ensure that we treat our people well, and that we are seen as an attractive place to work. This is important to us as a business, as motivated and happy staff make our jobs as management easier and it also means we are providing a better service to our customers.

“To have our work recognised officially, by the Investors in People team at the Welsh Government is hugely pleasing to me and to achieve the highest standard, to be awarded Gold, is absolutely wonderful. It is down to the hard work of my senior management team, and, the commitment and dedication of the entire workforce, and this award is the icing on the cake of what we have been trying to achieve in the last year and a half.

“We won’t rest on our laurels, we will continue to innovate, and develop our offering to staff and customers, and we will move forward as a business to maintain these high standards that we have achieved.”

Interestingly, over the last year, whilst the processes and culture of the business were undergoing these changes and assessment, the business went from strength to strength, bucking the industry trends.

As a business, offers of compensation for customers who were mis-sold PPI grew by 18% between Apr 14 and Mar 15, with an increased offer value of 41% for Quarter 2 of 2015 as opposed to Q2 of 2014.

The company has also recently hit the landmark figure of reclaiming £200 million in mis-sold compensation for their customers.

Simon Chorlton concluded:

“What these figures show is that We Fight Any Claim is bucking the trend of the entire PPI reclaiming industry. Not only are the volumes of offers on the increase, the business also feels extremely proud and positive that we have had a record number of new customers sign-up with us in July, and a record number of customer offers made in September.

“Hand in hand with an increase in our workload, we have achieved external recognition. This truly has been a landmark year for We Fight Any Claim and I am committed to ensuring we move from strength to strength for the benefit of all our staff and customers.”