Service with Respect
The law has changed to offer greater protection to all customer-facing staff; it will mean harsher sentencing for assaults against public-facing workers.
We want our staff to serve all our customers with the knowledge they are fully protected against abusive or threatening behaviour.
We know that the vast majority of our customers are extremely respectful, and we thank you for your support.
With nearly 80% of the UK’s workforce working in customer-facing roles, mounting abuse is affecting staff across every sector – from retail to public services; financial institutions to our public transport networks.
The Institute Of Customer Service reveals more than half of customer-facing staff have experienced abuse from customers since the start of the pandemic – ranging from verbal abuse such as shouting and abusive language to, in the most extreme cases, physical assaults.
In July 2020 The ICS launched a new campaign: Service with Respect. BBC Breakfast helped highlight this important issue, interviewing CEO, Jo Causon, about the aims of the initiative.
On 8 December 2021, The Times published an abridged version of this open letter calling for action to tackle the issue of abuse against public-facing workers.
Following many months of campaigning, The ICS have achieved one of the core aims of our Service with Respect campaign: a change in the law to protect customer-facing workers from abuse – find out more here.
The Proximo Group are thrilled to announce that we have achieved gold-level accreditation from Investors in People.
The prestigious award recognises our ongoing investment in the development and wellbeing of our people and was the result of an assessment process by Investors in People – a framework that sets the industry standard for people management.
We want to thank each and every one of our people across the group for their contribution and dedication because this is an incredible achievement for all of us. Only 17% of organisations achieve gold and at the crux of it, it means that every single person is involved in supporting each other and is doing their best to make Proximo a fantastic place to work.
Along with embedding the Proximo Group Values, we have invested in training and development and reinforced a working culture where our people feel valued and appreciated – and we are incredibly proud of what we have achieved.
With our customers and our people at the heart of everything we do, we are incredibly proud to be recognised as an employer that goes above and beyond to support and care for our people.
The Proximo Group has won the Outstanding Customer Journey Award
The Proximo Group is proud to announce we have won the Outstanding Customer Journey Award Modern Insurance Magazine UK Customer Service Excellence Awards. This prestigious award celebrates customer service success in the insurance and broker markets.
With 2020 bringing to the fore the true weight and value of the customer experience, price is no longer the main driver when purchasing a service within the insurance sector. Customers are more engaged in understanding how a business represents itself and technology has seen astronomical integration with quality communication still remaining at the heart of all transformations.
The Proximo Group stood out to the judges against our competitors for the exceptional customer care we provide throughout the entire customer journey, along with our customer-centric mindset that has been evidenced across the business. We have demonstrated added value for our customers and responded rapidly to customers’ needs and expectations.
The reason this has all been possible; Our People. The hard work and commitment they have given, the customer service that they have delivered, and the number of customers they have kept moving during very challenging times all played a part in getting us here and this is a big win for us all at the Proximo Group.
We are thrilled to be in a position where the specialist vehicle hire and excellent customer service we are offering is deemed industry-leading by an independent panel of judges, from companies such as Trustpilot, Call Centre Management Association, BIBA and the Chartered Insurance Institute and we couldn’t be prouder of our people at the Proximo Group for this fantastic recognition, that we believe is truly deserved. We can’t wait to celebrate and recognise the huge strides and leaps our amazing industry has made to embrace customer service.
Well done to all members of the Proximo Group for their ongoing efforts and truly putting our customers at the HEART of everything that we do 💙
The Proximo Group has reached 1,000 specialist vehicles in its fleet
This massive achievement represents a significant leap forward for the group, these new additions to our ever-growing specialist fleet will help drive efficiency and reinforce our position as an Industry-leading specialist vehicle provider, delivering excellent bespoke solutions to our business partners and end-customers, through the provision of outstanding customer service.
This investment in new vehicles reflects The Proximo Group’s commitment to ensuring that our fleet is best in class, and we continue to offer the highest possible levels of service to our business partners and our end customers.
Our fleet ranges from Taxis to adapted vehicles, wheelchair accessible vehicles to dual control vehicles, and electric cars to black cabs, giving us scope to cater to a wide range of specialist requirements.
This milestone is a huge testament to our teams across the business, and the hard work they continue to do each day.
Fleet manager Chris Taylor has said “Reaching a milestone of 1000 Proximo fleet vehicles is a great feeling and one I am very proud of personally. To achieve continued fleet growth in the current market shows dedication and teamwork across all areas of the business. There are many cogs within our workforce who contribute to achieving this success, but with teamwork at the heart of what we do, we will continue to grow as one.
Whether it be from our Taxi, Motability, Specialist or standard vehicle fleet – each vehicle is part of the family at Proximo. With our industry-leading specialist fleet, it isn’t just sourcing the vehicle that is a challenge, we differentiate ourselves through our ability to tailor our solution to any particular requirement. The maintenance, repairs and specialist equipment needed each time to completely satisfy our customers, sets us apart and positions us at the forefront of the specialist vehicle hire industry”
The Proximo Group has been nominated for two UK Customer Service Excellence Awards
The 2022 UK Customer Service Excellence Awards will return for its fourth year to celebrate customer service success in the insurance and broker markets. Held at the spectacular and sought after Shaka Zulu in Camden, will allow us to come together again and properly celebrate customer-centric excellence.
Modern Insurance Magazine has said “With 2020 bringing to the fore the true weight and value of the customer experience, price is no longer the main driver when purchasing a service within the insurance sector. Customers are more engaged in understanding how a business represents itself and technology has seen astronomical integration with quality communication still remaining at the heart of all transformations. And so, in response to that shift, we have introduced brand new award categories.”
We are thrilled to be in a position where the specialist vehicle hire and excellent customer service we are offering is deemed industry-leading by an independent panel of judges, from companies such as Trustpilot, Call Centre Management Association, BIBA and the Chartered Insurance Institute, we await with great anticipation, the final outcome at the award ceremony on the 23rd of March.
We couldn’t be prouder of our people at the Proximo Group for this fantastic recognition, that we believe is truly deserved. We can’t wait to celebrate and recognise the huge strides and leaps our amazing industry has made to embrace customer service.
Well done to all members of the Proximo Group for their ongoing efforts and truly putting our customers at the HEART of everything that we do 💙
Proximo joins The Institute Of Customer Service
The Proximo Group prides itself on being a company you can trust and one that delivers on the promises made to our customers. At the start of 2019, Proximo unveiled its HEART Values, ensuring our customers and our people are at the heart of everything we do. Since then, our people have all played a continued and ongoing part in delivering exceptional customer service. To ensure we do everything with Honesty, Excellence, Accountability, Respect, and Teamwork in mind, we have taken our customer service and online presence to the next level.
We are now delighted to share with you the great news that we have become a member of The Institute of Customer Service (ICS). This is the professional body for customer service, helping organisations improve their customer experience and business performance. It has a membership body of over 450 organisational and 4,000 individual memberships, creating opportunities for the Proximo Group to benefit from access to research, training, accreditation networking and knowledge sharing platforms.
Membership of the Institute of Customer Service not only provides us with the opportunity to develop our people, but it is for our customers too. It is a great benchmark in proving that we are passionate about looking after our customers and delivering excellent customer service throughout our business, demonstrating why we are the leading specialists in our field of expertise.
Some of the key benefits included in our membership include:-
To challenge and position ourselves amongst other ICS members and gain recognition through external benchmarking surveys for our customers and our people. In turn, allowing us to grow our customer and people propositions by showcasing our Net Promotor Score and Customer satisfaction scores against our competitors.
To be part of a knowledge-sharing forum with other customer-centric companies, where we are kept up to date with any major developments and changes within the customer service industry.
Great opportunities for us to develop and benefit from webinars and training courses offered by the ICS.
The biggest benefit we believe, is providing the Proximo Group with the opportunity to gain the Customer Accreditation award, and recognising our teams, for all the hard work we invest in our people and customers.
The Institute of Customer Services aims to create a world where excellent customer service is demanded, delivered, and seen to make a positive impact on all members’ organisational performance.
Proximo has provided Wheelchair Accessible Vehicles for the G7 Summit
Once a year, leaders of the G7 nations, a group of the world’s richest countries, gather to discuss global issues and economic policies.
They will meet tomorrow for a three-day summit in the popular holiday destination of Carbis Bay in Cornwall. World leaders from Canada, France, Germany, Italy, Japan, the United Kingdom, and the United States have all flown in to attend the event, which is one of the biggest events in the political calendar.
As the UK is holding the G7 presidency for 2021, Proximo are proudly supporting the event with the provision of several Wheelchair Accessible Vehicles from our own fleet. Our drivers Ivan and Robbie delivered the vehicles yesterday in preparation for the event.
I am sure you will agree that this is an incredibly exciting opportunity for us all at Proximo, to be chosen as a specialist vehicle provider for this event is a great testament to the excellent standard of work we provide.
We want to extend our thanks to our people at Proximo who have been a part of making this happen for the Proximo history books!
Proximo deliver a new income stream to your business
The Civil Liability Act comes into force in May 2021.
- This legislation will mean a financial loss for most insurance brokerages.
- Proximo can help your business navigate these changes with you.
- Proximo has a financial proposal that will help those brokers affected to replace that lost income.
- Please contact firstname.lastname@example.org to register your interest.
Proximo Legal Services – Making a Public Liability Claim
What is public liability?
Public liability is the duty of care a person or company owning or being responsible for a public area has to ensure it is safe for public use. Businesses usually take out a public liability insurance policy which is intended to compensate members of the public who become injured on their premises/public areas due to their fault.
What is a public liability claim?
A public liability claim allows a member of the public to bring a claim following an accident or incident where they have suffered a personal injury on public property. The claim is initially presented to the business but more often than not your claim is dealt with on the public liability policy of the owner.
What types of accidents or injuries can I make a public liability claim for?
There are numerous types of accidents or injuries that could lead to a public liability claim. Some of these are listed below:
- Slips, trips and falls caused by dangerous footpaths and pavements, untreated icy/slippery surfaces in winter weather, potholes etc.
- These accidents/incidents could have taken place inside shopping centres, supermarkets, schools or car parks. They could even be on defective stairwells/staircases or perhaps caused on the street by protruding tree roots or uneven pavements
- Injury from objects, for example, falling from a height or caused by sharp objects that should have been covered and made safe
- Obstructions on the road, pedestrian footpaths or trip hazards.
- This list is comprehensive but not exhaustive and we would be happy to have a chat with you at no cost to you to advise whether you may have a claim.
Can I make a public liability claim?
If you have had an accident or have suffered a personal injury while on public property, then yes, you may be entitled to make a public liability claim.
There are numerous circumstances where you could be in the unfortunate position of being injured while you are on public property. Our personal injury solicitors will be happy to chat with you to advise whether you’re eligible to make a public liability claim.
The owner of the place where I was injured doesn’t have public liability insurance – can I still make a personal injury claim?
Yes. Unfortunately, Public liability insurance isn’t yet compulsory under UK law, so in some circumstances, this does happen. If this is the case, you can still make a public liability claim, but any compensation awarded to you would be recovered directly from the party at fault. This can mean recovery of your damages can be more difficult if the owner liquidated the business or doesn’t have the money to pay your damages but we can chat to you about that and deal with any concerns with you.
What needs to happen to help me win my case?
To make a successful public liability compensation claim, you will need to prove that another party was responsible for your accident and your subsequent injury (in PL cases, the owner of the property/area where your accident happened).
To help strengthen your case, you should:
- Report the accident to the staff immediately responsible or the owner at the time.
- Make a note of your accident in the accident book.
- Make sure any accident book entry accurately reflects what happened.
- Sign the book immediately under the agreed entry if possible.
- Take names and addresses of witnesses to the accident.
- Take photographs of the area where the accident happened.
- In cases involving badly maintained pavements, it would be advisable to put a ruler or a coin (a 10p or 50p piece is usually best) standing upright beside the trip hazard/hole/lump before you take the photograph to give an idea of depth/height.
- Potholes can be notoriously difficult to measure and any court will need to see any alleged defect properly measured with a ruler or measuring tape. You will need to measure both the depth and width of any pothole. If you don’t have a tape/ruler and you cannot return later to the pothole then place an object in the hole (upright and laid flat) that will give some perspective to the width and depth e.g. a mobile phone or a bank/membership type card.
- Try to measure the lowest depth point of the hole and the highest.
- Placing a flat object across the top of the hole will help show that the hole has been correctly measured.
- Take lots of photographs from varying distances but remember any photographs that we use to help your case need to be clear and not blurry.
- Finally, take a picture of the defect that shows where it is in relation to the area. If we can identify the pothole for the local authority then their investigation will be much quicker.
If you are intending to claim expenses as part of your public liability compensation claim, such as prescription costs and travelling expenses for treatment, remember to keep receipts as evidence.
If you don’t have everything listed above please don’t worry, we can still investigate the public liability claim and who may be at fault for causing your injury.
How long do I have to make a Public Liability claim?
If you were over the age of 18 when the accident happened then the standard time limit for starting a workplace accident claim is three years from the date you were injured. Different rules apply if you were under the age of 18 when your accident happened and we can advise you as far as this is concerned in our initial conversation.
There are only very limited exceptions to these time limits, so please be sure to get in touch with us as soon as possible, so that we can begin investigating whether you can make a public liability compensation claim.
How do I pay for my public liability claim?
The vast majority of the Public Liability claims we handle within PLS are on a no win no fee basis. We will provide you with full details of the no-win no-fee scheme that we operate in our initial conversation with you.
If you win your case, your opponent will pay most of your legal fees, with a contribution to the remainder (up to a capped maximum limit) coming out of your compensation award. We’ll keep you fully updated throughout your claim, so you know how much compensation you are likely to receive.
Proximo Sponsors Chester Boughton Hall Ladies Cricket Team
This year, Proximo has sponsored Chester Boughton Hall Ladies Cricket Team.
The Chester Boughton Hall Ladies Cricket Team have two hardball teams and one softball cricket team for women in the Cheshire women’s cricket league and U9/u11 girls squad and U13s/U15 girls squad, so there really is something for everyone, of all ages and abilities.
Did you know, Cricket’s first World Cup was played by women! Eight international teams came together for the first men’s Cricket World Cup in 1975. But what few people know is that the first Women’s World Cup was played two years earlier, in 1973! There were seven teams competing, including an under-25 Young England team and an International XI made up of the best players from the rest of the world. The Home team England took the cup in the tournament with a decisive win over Australia.
Starting with inspirational women such as Billie Jean King and Wilma Rudolph, the world of female sport has continued to excel and we have been introduced to various other powerful women along the way. In 2018, Nielsen released a report based on the rise of women’s sport which showed over 84% of general sports fans now have an interest in the female sports industry.
Every day women are challenging stereotypes and defying odds, proving to be role models for the younger generation. These ladies have encouraged change, and with this, an ‘equal world is enabled’.
FIFA Women’s Player of the Year, Megan Rapinoe, on the next decade for women’s sport, after 1.2 billion people tuned in around the globe to watch the Women’s World Cup.
“We changed the game,” she said. “But is it enough?
“No way, man, this is only the start!”
Want to find out more about Chester Boughton Hall Ladies Cricket Team? The team train from 6 pm on a Tuesday for all women and girls, with new and experienced players welcome, with the first session scheduled for Tuesday 6th April at 6 pm.
Proximo are collecting Easter Eggs for the Food Bank
Here at Proximo, our people have been invited to be a ‘good egg’ this Easter and donate chocolate eggs to struggling families or those who otherwise wouldn’t receive them. Our donations, which will be distributed by The Food Bank and other charities, will spread some much-needed joy to young people and those who need it most.
Want to get involved?
Due to the social distancing regulations that are still in place, we want to offer you a selection of ways to make a donation –
Send an Amazon or Online order to the Chester head office.
Make a socially distanced drop off at the office.
Make a monetary donation via the JustGiving Link www.justgiving.com/crowdfunding/proximo
Donations can include any kind of Easter egg as well as other chocolate or sweet treats.
The West Cheshire Food Bank said: “For struggling families, things that may seem trivial like buying Easter eggs can be a challenge and cause added pressure, with many children feeling like they are missing out.”
“With numerous families suffering from this level of deprivation in the area we are hoping that this initiative can help bring some Easter cheer to families and children who are struggling most.”
Not all families are fortunate enough to receive chocolate eggs and other sweet treats that others take for granted every year, so we’re proud to be able to lend our support to the Easter campaign.
Proximo will be collecting donations of Easter Eggs until Friday 26th of April. We hope that with the help of our people and the local community, we can make an egg-cellent contribution to the Food Bank, and other local charities.
Proximo Supports World Cancer Day
Proximo Supports World Cancer Day 2021 and raises much-needed funds for the Teenage Cancer Trust with the 2800 Squat Challenge
On 4 February we celebrate World Cancer Day – a day that unites people, communities and entire countries to raise awareness and take action against cancer.
In 2018, 18 million people worldwide were diagnosed with cancer. Today, thanks to research, 2 in 4 people in the UK survive their cancer for 10 years or more. With our help, Cancer Research UK (CRUK) can transform the prevention, diagnosis and treatment of cancer, benefitting people with the disease both here in the UK and around the world.
To raise much-needed funds for World Cancer Day, and the Teenage Cancer Trust, Proximo’s Finance Director Eliane Chadwick is taking part in the 2800 Squat challenge!
The Teenage Cancer Trust has a vision for a future where young people’s lives don’t stop because they have cancer. They make sure they’re treated as young people first, cancer patients second and everything they do aims to improve their quality of life and chances of survival.
To donate to Eliane’s challenge and see how Proximo supports World Cancer Day 2021 follow the link below –
Proximo Supports The West Cheshire Food Bank
The Trussell Trust – “We know #ThisCanChange”.
Proximo are pleased and excited to announce that from the many worthy charities that were suggested by our people, we will be supporting The West Cheshire Food Bank, alongside Hollybank Trust and Mind, for the rest of the year.
During April 2020, food banks saw an 89% increase in need compared to the same period last year, with a staggering 107% increase in emergency food parcels for children. This 89% increase included the number of families coming to the food banks doubling and their belief is that no one should be struggling to keep their heads above water.
The situation has seen The Trussell Trust recently report the following statistics:
• Food banks have reported the busiest fortnight during the first two weeks of the pandemic.
• In the first two weeks of the pandemic, food banks in the network saw need increase by 81%
• They distributed an average of 6,250 emergency food parcels daily.
• For children, the need increased by 122%
• That is over 6,250 emergency food parcels provided to people in crisis each day, with close to 3,000 for children every single day during that fortnight!
Food banks are continuing to meet this need despite some of the most challenging circumstances, and this would not be possible without our donations and community support. The West Cheshire Food Bank have been overwhelmed by the love, compassion and empathy of our teams at Proximo and local people. By standing alongside them, you are helping foodbanks to dynamically adapt to the challenging task ahead.
We encourage you where possible to continue donating after checking with your local food bank what items are most needed, these lists can be found on the food banks website here
How you can get involved
• Find your local Foodbank – find out what items they need, this can be found on their web page, email or call to check before donating.
• Deliver to a collection point – direct to the local food bank, supermarket, church, or organise you own local collection point in your office (if safe to do so)
• Volunteer – donate your time to help out, collecting food, sorting, packing or making tea, provide a friendly face to those who need it
• Fundraise – plan a fundraising event to raise funds for The Trussell Trust central support fund supporting all foodbanks, working on expanding the additional services available to help tackle the issues that cause poverty to help clients overcome this.
• Regular Donation – payroll giving, direct debit or standing order.
• Partner with your local Foodbank – through fundraising, sponsoring or donating equipment or by sharing skills that the foodbank might benefit from
Proximo Supports Mind Charity
Proximo are pleased and excited to announce that from the many worthy charities that were suggested by our people, we will be supporting Mind, alongside Hollybank Trust, for the rest of the year.
Every year, one in four of us will experience a mental health problem. But hundreds of thousands of people are still struggling. Mind believes no one should have to face a mental health problem alone. They will listen, give you support and advice, and fight your corner.
When you are experiencing a mental health problem, supportive and reliable information can change your life. Mind empower people to understand their condition and the choices available to them through the following:
• The Infoline, which offers callers confidential help for the price of a local call.
• The Legal Line, which provides information on mental health-related law to the public, service users, family members/carers, mental health professionals and mental health advocates.
• The award-winning publications and website, now certified by the Information Standard.
Mind has celebrated World Mental Health Day annually since it was first observed in 1992, this occurs on the 10th of October each year. In addition, Mind is part of the Time to Change coalition, along with Rethink. Time to Change is an England-wide campaign to end mental health discrimination.
We are very much looking forward to supporting our chosen charities this year and raising money and awareness to these very worthy causes.
The Proximo Christmas Toy Drive
This December, Big Yellow Self Storage Chester launched their annual Christmas Toy Appeal that aims to put smiles on faces of sick and under privileged children and families this Christmas. The appeal has raised over £100,000 worth of new toys & gifts over the years that have then been distributed to many locally based Charities including Miles of Smiles, Kids Bank Chester, Save the Family and The Countess of Chester Hospital Children’s Ward to name but a few.
This year we were aiming to collect as many gifts as possible for those who need it more than us. We were bowled over by the support we received this year, with our people and businesses helping us with donations, alongside sports clubs. In what has been a difficult year, Big Yellow Storage with our help were able to share out over 2,000 presents to those who needed it most during a difficunt time for many.
Proximo are pleased to support HollyBank Trust, helping to provide quality of life, for life, by raising money and awareness to this very worthy cause.
Everyone has the right to live a full and happy life. HollyBank Trust provides teaching, residential care, plus a range of therapies and enrichment activities for children, young people and adults with profound and multiple disabilities. They are there for parents and families right from their child’s first diagnosis, throughout their life.
The needs of children, young people and adults lie at the heart of everything HollyBank Trust do and that is why they’ve invested in the best facilities possible: an outstanding school, a state-of-the-art hydrotherapy and rebound service, beautiful grounds and a forward-thinking assistive technology team that helps people maintain their independence.
HollyBank Trust make peoples’ lives better – not just the children, young people and adults who go there, but also their friends and family. Because of the work they do, families can focus on being mums, dads, brothers and sisters, rather than teachers, nurses and carers. The impact of their 24/7 care and support goes way beyond the sites too, out into the communities where they operate. Our donations and support help to make HollyBank a super, special place to live and learn.
To find out more about the great work HollyBank Trust does and make a donation, click here