A very proud day today for ReAssure’s IT Support Service Desk
In April 2018, the IT Service Team at ReAssure undertook their first audit as part of the Service Desk Certification programme following a year long service improvement programme following SDI’s initial assessment in March 2017. The result of the audit, which benchmarked ReAssure against SDI’s Global Service Desk Standard, was an astounding achievement and they were Certified as a 3 star customer-led service operation.
ReAssure’s Head of IT Service Delivery, Michelle Aston, and her team were presented with their trophy last month by SDI Chairman, Paul Rodrigues, who visited their Telford site. Here is what Michelle said after the presentation:
“We were delighted to welcome Paul Rodrigues to our Telford site to present the team with their 3 Star Customer Led Service Desk. This was achieved by a lot of hard work and dedication, not just by the Service Desk , but the wider teams in IT, working and collaborating together with an end goal of improving how we operate, alignment to best practice and ultimately improving Customer Satisfaction.
Personally, as the Head of the department who led on one of the concepts, there were times I didn’t think we would make it, as we were balancing this whilst continuing with BAU and other important projects, so I am extremely proud that as a team we were able to achieve this significant achievement. This has been a real highlight and one of the proudest moments in my career. I have a great team who care about the delivery of service, collaborate well and care about our customers. I am extremely proud of each and every one of them #OneTeam.”
Originally founded in 1963, ReAssure is a life and pensions company which buys and administers closed books of business from other companies.
For over 50 years ago ReAssure has acquired and integrated numerous blocks of policies from other insurers, such as Barclays, GE and Zurich. This has helped them grow into a company that has around £29.6 billion of assets, and over 1.9 million policies on their books.
ReAssure’s parent company, leading global reinsurer Swiss Re, has been in business since 1863. Its credit rating of AA- (Standard & Poor’s, November 2015), Aa3 (Moody’s, December 2015) and A+ (A.M. Best, December 2015) shows the level of confidence the markets have in its financial strength.