Customer Service

Back in 1997, our focus on customers made us unique in the industry. It still does today. At Ross & Roberts, we aim to give our customers the best service standards and collection rates in the business, through:

  • Our bespoke service. We take time to identify what you really need from us, then put together a tailored service package to deliver it
  • Our managers. The people working on your account will have not only the right skills and experience, but also the right approach and personality to fit in with your organisation and culture
  • Our staff . They’re firm but fair, totally professional, and work as an extension of your own team, fulfilling the commitments you make to your own customers and users
  • Being active. We have our own teams of customer service agents making calls to help debtors settle their affairs quickly and easily
  • Being flexible. We give debtors a range of payment options, including realistic instalment plans
  • Being determined. We have full tracing facilities in-house, allowing us to find debtors who’ve tried to slip under the radar
  • Being present. Early, late, at weekends – whenever is the best time to make the contact and achieve the right outcome, we’ll be there
  • Being fair. In real life, dealing with real people, things don’t always follow the script. Our three-stage complaints process is similar to those in many local authorities; all complaints are handled by our Compliance Managers, and personally overseen by the Directors
  • Being tough on ourselves. Good-enough is never good enough at Ross & Roberts. We’re constantly monitoring our performance and actively looking for ways to improve our service and collection rates
  • IRRV
  • Lock
  • CSA
  • Investors in people
  • CHAS
  • CIVEA
  • BPA
  • ISO27001
  • ISO9001
  • ISO14001
  • ISO31000
  • ISO 22301
  • ISO 10002