Monday, June 24, 2019

Cabot Credit Management continues to enhance its high standards of customer service with a new professional training programme

Cabot Credit Management continues to keep the customer at the heart of its business

24th June 2019 – Cabot Credit Management has enhanced its already high standard of customer service by launching a new professional Institute of Customer Service (ICS) training programme for its employees.

This programme is designed to provide the foundational knowledge to be considered for an ICS work-based qualification, which is to be launched later this year. This will help to develop their skills needed to strengthen their relationships with customers and colleagues alike, whilst considering how their role fits within the organisation.

Already this year the company was recognised for its excellent customer service skills by winning the Employee Engagement Strategy of the Year Award at the ICS UK Satisfaction Awards in March.

Derek Usher, Managing Director, Cabot Financial UK, said; “We are always looking at ways to enhance our rich customer service approach and we are proud to work in partnership with the ICS for this training. At Cabot Credit Management, we aim to be the ‘Best at What We Do’ and we are equally committed to improving our customer’s experience whilst also developing our people, to enable us to continue to deliver a high standard of customer service across the organisation.”

Initially, 63 employees have been enrolled from Kings Hill and 20 from the Worthing office. All those chosen had to be independently performing in role to a competent standard, whilst also demonstrating a commitment to continuous professional development.

The aim of this programme is to create and foster a customer-focused service culture, considering all roles in the organisation, to enhance customer interactions both internally and externally. The course consists of three key modules which have been aligned to the Institute’s professional standards, namely, Self-Leadership, Managing Professional Relationships and Giving and Receiving Feedback. On completion, the employee’s individual competence surrounding customer service will be assessed in the workplace environment, where structured support will be provided from the Management and Learning and Development Team.

Following the course and assessment, the employees will proudly be able to say they are a certified Customer Service Professional and a member of The Institute of Customer Service, whilst also developing a set of transferable skills to improve business performance and enable delivery of customer service excellence.

It will roll out to other businesses in the group in due course.


About Cabot Credit Management

For further information, please visit or contact:

Becky Cimelli

PR Manager, Cabot Credit Management

Tel: +44 (0) 7780 495082

Email: [email protected]

Note to editors

Cabot Credit Management ( is one of the largest credit management services providers in Europe and the market leader in the UK and Ireland, based on expected future gross cash collections. Cabot provides a range of credit management services across a broad client base that includes some of the largest credit providers in Europe. These services include debt servicing offerings such as early stage collections, business process outsourcing, contingent collections, trace services and litigation activities Cabot has credit management experience across a range of both credit providers (including consumer finance, telecommunications companies, retailers, utilities companies and government agencies) and asset classes (including secured consumer debt, small and medium-sized enterprise debt, and high-value accounts).

Between Cabot’s inception in 1998 to 31 March 2019, it has invested a combined total of c£2.7 billion in the acquisition of over £26.8 billion in face value of purchased loan portfolios and has received £3.2 billion in cumulative collections from purchased loan portfolios. As at 31 March 2019, Cabot’s 120-month estimated remaining collections was £2.7 billion, and Cabot’s 180-month estimated remaining collections was £3.1 billion.

With 21 years of debt purchase and debt servicing experience, Cabot was one of the first companies to engage in the credit management services market in the United Kingdom. In March 2016, Cabot became the first large credit management service company in the United Kingdom to be authorised by the FCA, and in May 2017 Cabot became the first credit management service company in Ireland to be authorised by the Central Bank of Ireland.

Customer service and regulatory compliance are at the core of Cabot’s business and culture and are implemented through its collections strategy. Cabot seeks to treat its customers fairly and offer affordable payment solutions, often through long-term payment plans. Cabot has customer satisfaction scores in excess of all UK banking and building society benchmarks and many leading high street banks, and Cabot believes that it has one of the lowest rates of complaints in the debt collection industry referred to the UK Financial Ombudsman Service. Cabot has won numerous industry accolades, including 2018 Credit Excellence awards for Best Use of Technology and Best Law Firm, 2018 Utilities and Telecoms Awards for Best Outsourced Call Centre Operation, 2017 UK Customer Satisfaction Award from the Institute of Customer Service, Credit Excellence Awards 2016 for Compliance and the Credit Today Award 2016 for Treating Customers Fairly.