If you want to know what customer service looks like, drop in to Islands on the corner of Gloucester Street and The Esplanade.
The local insurance broker’s refurbished offices, which have just been officially opened, have been designed with customers at their heart. And it’s not just their office space; Islands have undergone a complete transformation to refocus and improve their customer service.
Islands has been part of the Channel Islands insurance marketplace for 40 years this year and, among its product range, provides access to motor, home and travel insurance to Jersey residents as well as a range of commercial products to support local businesses with their insurance needs.
The main aim of the makeover was to create user-friendly offices that truly and physically put the customer at the heart of the business. With that in mind, before they began the redesign, Islands conducted a survey to find out what customers would change and improve about the offices, and focus groups were used during it to ensure that customer service was always borne in mind during the development. From the new reception desk to the designer fixtures
and fittings, every small detail has been carefully considered from the point of view of the customer and staff member.
So what does the new office look like?
The reception has moved to the ground floor so that the very first thing a new potential client or existing customer sees is a friendly face. Close by, special meeting pods and rooms have been designed to create functional and comfortable private spaces where staff and clients can meet and talk.
The aim is to provide an environment where customers are able to discuss their needs. No matter whether they are a new customer looking for one-off travel insurance for a skiing trip or holiday in the sun, or a returning client wanting to find the most suitable renewal for their car and home, marine and business insurance, each person who comes through the door will get the same excellent service.
Further refurbishments to the upper floor have created a dedicated training room, colourful, fun breakout areas with corporate deck chairs for team buzz meetings, and a modern, vibrant working area for the personal lines and commercial brokers.
Islands sales and marketing director, Jim Purkiss said: “For Islands, the office transformation is only the beginning as we seek to make all customers feel supported and cared for. We recognize that customers have busy lives and are often working full-time. With that in mind, a fully flexible website where customers can obtain a quote and go on cover or self-service their own policies is part of the smart future of Islands and will be rolled out by the end of the year. Those who want or need face-to-face contact will always be able to have personal contact, and pop into our office to see our friendly brokers or claims team.