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A customer-first strategy: Providing practical and impartial advice for bereaved families

Posted by David Masterton | Feb 14, 2022 3:40:03 PM

By David Masterton, Chief Revenue Officer at Kings Court Trust


A customer-first strategy is crucial in most businesses. Not only does it help nurture clients in a way that meets their needs and exceeds expectations, but it is also the result of a corporate culture that fosters loyalty, value, and win-win relationships between a business and its customers. In the bereavement sector, this approach is arguably even more important. Whether you’re providing funeral services, drafting Wills, or offering an estate administration service, client relationships need to be handled sensitively and with the utmost respect.

A bereavement is often a taxing, emotional, and sensitive period. There is no defined reaction or feeling that everyone experiences at predictive stages in the process, however, important tasks need to take place that can easily overwhelm a grieving loved one, especially for those who have never dealt with the complexities involved in estate administration.

At Kings Court Trust, we’ve studied and listened to our customer’s needs during this difficult time. We understand the process they are going through and are in a position to alleviate the burden when it comes to administering their loved one’s estate. The customer-first strategy we have adopted allows us to prioritise our customers in several ways.


1. Advice

In the first instance, we are committed to always offering free, impartial, and practical advice. This ensures that customers receive added value at a difficult time, regardless of any business considerations. Furthermore, this allows us to identify the customer’s needs and ensure they are receiving a service unique to their situation.

Our Client Services Team is the first point of contact for bereaved families. If appropriate, they use their extensive knowledge, combined with their compassion, to understand the components of the estate, offer guidance on the best approach to administer the deceased’s estate, and answer any questions they may have about the next steps and necessary practical advice following a bereavement.


2. Expertise

We are the largest dedicated probate and estate administration provider in the UK with legal and tax teams that can advise on any situation. We have an abundance of knowledge and efficient processes, so the families that entrust us to take care of their estate administration can rest assured that they are in safe hands. As a testament to our expertise, we are proud to have been crowned winners of Probate Provider of the Year (Large Firms) at the British Wills and Probate Awards for three consecutive years running (2019-2021).

Each estate we manage is appointed a dedicated point of contact, known as a Personal Estate Manager, to answer queries and provide information. Our customers can safely rely on their expertise, supported by the rest of our Service Delivery team, to handle the administration efficiently and provide regular updates they can understand without the legal jargon.


3. Competitive pricing

Kings Court Trust prides itself on the ability to be completely transparent and fair with pricing. We only offer fixed fees based on the information we are provided about the estate. We also provide clients with a clear ‘Summary of services’ document which shows exactly what is included and excluded in the fixed fee.

We are confident in the award-winning services we provide and the price we charge. Due to this, we offer our customers a price match guarantee for full estate administration services. This guarantees that our customers have the peace of mind that they are getting the most reasonable, fixed fee estate administration service on the market.


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4. In-house specialist support

Complexities can arise during the estate administration. Alongside our Solicitors and tax experts, we are proud to have in-house specialists to carry out any genealogy and asset repatriation work required. We can conduct family research upon an intestacy to find out who is entitled to inherit, trace missing beneficiaries, verify and transfer or sell overseas assets, and more.

Many estate administration providers will outsource this work, but by having this resource in-house, we can ensure our customers are being treated fairly and receiving excellent customer service all under one roof. Additionally, it allows us to ensure the work is carried out as efficiently as possible and have a clear view of progress.


5. Technology

In an age where we are all used to getting information in real-time, we recognise the importance of ensuring we have the systems in place to remain modern with our approach. As a business, we have invested heavily in innovative technology to make dealing with us simpler. We are currently developing a new, improved, bespoke, user-friendly online tool that will be used by our customers to view and manage many aspects of their case.


6. Client-first relationships with our partners

Kings Court Trust has developed mutually beneficial partnerships with thousands of businesses, including Will Writers, Financial Advisers, and Funeral Directors, and together, we are all driven to provide excellent customer service for our clients in their time of need.

Our partners can have as much or as little involvement during the process as both the client and partner wish. This ranges from leaving their client in our safe hands once referred, up to receiving monthly updates throughout their client’s entire estate administration process.

Want to find out more about working in partnership with Kings Court Trust to offer your clients and their families award-winning probate and estate administration services? Get in touch today by calling 0333 207 5470 or filling in the form below:

Topics: Estate Administration, Bereavement, Family Support