Vincents invests in customer experience

Vincents Solicitors has announced a senior appointment ahead of the launch of its new website and app as part of a significant investment in digital engagement and customer support.

The Preston-based law firm, which employs a team of more than 100 across offices in Garstang, Penwortham, Chorley, Poulton and Lytham, has launched its new strategy to help improve the customer experience and streamline communications.

This will combine with a new approach to client relations which will see everyone offered a ‘legal health check’ in addition to their original requirement.

Mark Hooper, who joins the firm in the newly-created role of head of new business, will oversee both strategies and take responsibility for Vincents fulfilling client needs. 

He brings with him a decade of experience in the financial sector within an FCA regulated industry. He joins Vincents from NCO Europe where he worked on behalf of a major credit card provider overseeing the department which helped customers struggling to repay debt due to life-changing events like illness, divorce, job loss, bereavement and insolvency.

Mark said: "Clients deserve the very best from us, from a quick response when they first get in touch to regular and open communication throughout their case, to a conclusion which achieves their aims.

"We want to be their law firm of choice, their trusted advisors for life, so understanding the bigger picture for each and every client means we can help them make better decisions about all sorts of important matters, something we will be doing for everyone as part of a wider ‘health check’ of their legal affairs."

He added: “Sorting out a deputyship after capacity has been lost is more expensive than drawing up an LPA ahead of time, a protracted divorce is more lucrative than a pre-nuptial agreement, and contentious probate generates more fees than having a will in place. By having these conversations early on we can help clients plan for the future and give them complete peace of mind.”

David Hawke, commercial and finance director, said: "Mark has a wealth of knowledge and experience in developing customer-focused service improvements, and digital engagement strategies, both of which will benefit our clients. 

"As the business continues to grow, we are strengthening not only our legal teams but also the business development and administration departments which support them. We are investing in new systems and strategies to streamline internal processes and further improve our external client support, and Mark’s arrival is a key part of that."