Sarah Walsh, Head Client Relationship Manager
Our team of Client Relationship Managers play a crucial role in building and maintaining ongoing partnerships to keep Wilson & Roe at the forefront of the industry.
To find out more about how we make this happen, Head Client Relationship Manager, Sarah Walsh, tells us about her role and why she believes Wilson & Roe’s client care is head and shoulders above the competition.
Of course. I manage a small team and we each have our own portfolio of clients that we’re accountable for. In a nutshell, the role of a Client Relationship Manager is to communicate with our clients, keep them up to date with how their case is progressing and to be a trusted point of contact for any queries or concerns they might have.
Before I joined Wilson & Roe, I worked in a children and family mediation office and prior to that I was a team manager in the pre-litigation and evictions department for a building society.
So, although I hadn’t worked in the enforcement industry, I gained a lot of transferable skills and communications experience – especially which helped me hit the ground running in this role.
There are lots of them! I would say that listening skills are a strong foundation for building relationships and rapport but there are lots of other qualities we need to draw from.
Enforcement can be really stressful for all parties involved, so we need to be able to stay calm and be the ‘voice of reason’. We have to strike a balance between outlining a position clearly and being firm whilst showing compassion and empathy in what is often an emotive situation.
We also need to be resilient and able to adapt quickly – one call from an enforcement agent can change the trajectory of a case so we have to be ready to react to anything.
The first thing I do when I get into the office is check my emails and respond to anything urgent, then I’ll make note of any important updates or priorities and brief the team before we get started for the day.
Our work is centred around keeping clients’ case files up to date and making sure that we’re communicating any updates, changes or new information to them. This means we’ll often be speaking to clients, debtors, our enforcement agents on the road and colleagues from other departments.
There aren’t any secrets or tricks to this, it’s about taking a personalised approach and acting with honesty, integrity and professionalism. I can say with absolute certainty that going above and beyond for our clients has been instrumental to our success.
We work with the ethos that no client should ever be left wondering what is happening with their case, so we are very proactive in seeking updates and getting in touch. Every case is worked thoroughly, and I carry out spot checks to make sure everything is being handled correctly and professionally.
Because we look after a wide range of different clients – businesses, individuals, landlords, solicitors with their own clients and so on – a ‘one size fits all’ approach wouldn’t be appropriate or sufficient here. Every interaction is genuine; we don’t cut corners by using automated emails or AI templates.
Our Client Relationship Managers and Enforcement Support Executives really know their stuff as well. We take part in regular training and the company carries out skills-gap analyses to keep everyone up to speed with where they need to be. All of this combined helps us build long-standing client relationships with our clients based on trust, which is why they come back us Wilson & Roe time and time again.
To find out more about Wilson & Roe’s professional services and see if we’re a good fit for you, get in touch with our team today by calling 0161 925 1800 or send us an email at wr@wilsonandroe.com.
If you have any other type of Judgment or are unsure how to move forward with your application, please contact us and we will be happy to help.
You can speak to us by
telephone on 0161 925 1800,
by email at wr@wilsonandroe.com
or fill in our contact form here
