Client Care (Level 2)

Question 1

Tell about why it is important to develop long-term client relationships.

Answer 1

Builds a strong connection based on trust and communication helps customers feel more secure and connected, also lead to growing customer retention and your repeat purchase rate.

Question 2

Tell me about the different stakeholders you have come across in your role.

Answer 2

My clients, My company, The VOA, Other rating companies

Question 3

Tell me about how you have tailored your client care to one of these stakeholders.

Answer 3

I have tailored my client care towards my client by understanding the services agreed and by presenting the facts of an appeal to show the risks of their liability increasing if an appeal took place.

Question 4

Why is it important to you to set objectives?

Answer 4

It provides guidance and a standard to be set, allows me to ensure all angles are covered and I can provide a good quality and diligent service.

Question 5

Tell me about your duty of care towards your clients.

Answer 5

My duty of care is to ensure that, as a result of my work, I do not increase their business rates liability. I do this by compiling sufficient evidence coupled with my knowledge and experience to provide my informed opinion, weighing up the risks of instruction and allowing my client to form their opinion and instruct me on the best way to proceed.

Question 6

How have you defined your scope of services within the limits of your competence and PI insurance?

Question 7

How do you set fees?

Answer 7

Fees are set on a no win no fee obligation. The fee is agreed on a case by case basis agreed at the initial signing of terms.

Question 8

How have you used standard forms of appointment?

Answer 8

I have not used the standard forms of appointment and i understand they are intended to be used for medium or large type service projects.

Question 9

What mechanisms are contained within an appointment document?

Question 10

What insurance requirements are you aware of (both legal and RICS)?

Answer 10

Risk, liability and insurance UK 1st edition, April 2021 GUIDANCE NOTE

Professional Indemnity Insurance

Question 11

How are stakeholders identified?

Answer 11

To be classified as a stakeholder, the person or group must have some interest or level of influence that can impact the project.

Question 12

How do you establish their status within a project?

Answer 12

By determining their level of influence on the project and using a stakeholder chart to assess.

Question 13

Explain formal communication systems with clients and stakeholders you are aware of.

Answer 13

Formal communication typically involves written communication such as business letters or reports, which explain the details of a project and the results.

Question 14

What KPIs might you agree with a client to monitor performance?

Question 15

How do you gather data during the inception stage of a project, including client briefings and site based information?

Answer 15

I initially make a call explaining the details I need to start the project, such as access to government gateway and rates bills, site information. I then follow up with an email for which they can respond and provide copies of the documents needed

Question 16

Explain what BS EN ISO 9004 relates to.

Answer 16

provide guidance on ways to make their quality management system more successful.

Question 17

What is the definition of a Key Performance Indicator (KPI)?

Answer 17

a quantifiable measure of performance over time for a specific objective.

Question 18

(N.b. Also see questions about complaints handling, client money protection and conflicts of interest in Ethics competency).

Question 19

Tell me about an example of how you have provided good client care. Source

Answer 19

I provide good client care following a split of my clients property. The split was to be effective form four different effective dates, of which the valuation office agreed. However they only provided a decision notice for one effective date. I have since been continuing to pursue the other effective dates become live in the list, so my client can be assessed correctly and reduce their rateable value.

Question 20

Tell me about an example of when you have provided a high standard of service to a client. clearframe

Answer 20

I provided a high standard of service to a client when preparing the report for clearfram. The report was not requested by my client. However, due to the complex nature of the property and the number of different jobs, I thought the best case to ensure my clients awareness of the services provided would be to highlight them in a report.

Question 21

How have you dealt with an unrealistic client deadline? quick turnaround

Answer 21

I have dealt with an unrealistic client by reasoning with them and explaining how the CCA process works. For example, one of my clients was expecting the entire appeal process to be concluded within a couple of months of the terms being agreed. I reasoned with them to understand why they wanted it to be resolved, cash flow problems. I explained to them that CCA appeals can take time and outlined the timelines for checks and challenges to be appealed and agreed. I explained that any appeal can be marked as hardship case which should be resolved quicker by the voa.

Question 22

How have you dealt with unrealistic client expectations?

Answer 22

I have dealt with an unrealistic client by reasoning with them and explaining how the CCA process works. For example, one of my clients was expecting the entire appeal process to be concluded within a couple of months of the terms being agreed. I reasoned with them to understand why they wanted it to be resolved, cash flow problems. I explained to them that CCA appeals can take time and outlined the timelines for checks and challenges to be appealed and agreed. I explained that any appeal can be marked as hardship case which should be resolved quicker by the voa.

Question 23

Tell me about the approach you have taken when dealing with a non-technical lay client.

Answer 23

One approach I have taken when dealing with a non technical client was when i was explaining the benefits of a merge. I was referencing quantum in merging two properties together and explained that it is similar to buying in bulk. When you buy an item in bulk, the price per item is cheaper than if you bought one item. This relates to proeprty where you have a larger space you pay less per m2.

Question 24

Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.

Answer 24

Working in rating, i have not come across this and i have found most clients struggle to understand the concepts that impact rateable value.

Question 25

How have you established a client’s objectives?

Answer 25

In relation to raitng, clients objectives are set out in the terms as to reduce the liability for business rates.

Question 26

How have you confirmed a client’s brief?

Answer 26

I have confirmed a clients brief by requesting confirmation via email before submitting an appeal to the voa.

Question 27

How have you established a scope of services?

Question 28

How have you calculated fees for professional services?

Answer 28

I have worked with fees on a no win no fee basis, the fee is normally 45% on the savings achieved.

Question 29

How have you compiled an appointment document?

Answer 29

I have not compiled an appointment document.

Question 30

How have you established project stakeholders and their status within a project?

Answer 30

I establish project stakeholders as those who have an impact on the project. This is usually, my client, my company, the valuation office and other companies in the sector. I identify their status by who has the biggest impact, with my company and my client having the largest impact on the project.

Question 31

How have you set up communication systems with a client and stakeholders?

Question 32

How have you issued reports to a client?

Answer 32

I have issued reports in person and via email. I set my findings and provide details of how an appeal can take place and the potential saving as a result

Question 33

How have you dealt with a complaint?

Answer 33

I have dealt with a complaint by firstly understanding the concerns raised by my client. After listening, I reasoned with my client and apologised for the misunderstanding that had occurred. I provided evidence that related to the complaint and showed that there was no cause for concern to be raised.

Question 34

How have you measured KPIs?

Question 35

How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?

Question 36

Loughborough – how did you set out the client’s brief?

Answer 36

The clients brief was set out to reduce the liability of my clients business rates.

Question 37

Loughborough - How did you act in line with this?

Answer 37

I acted in line with this by ensuring that any appeal would cause the rateable value to decrease and that there would be no risk of the rateable value increasing as a result of my appeal.

Question 38

Loughborough - How did you help to plan for the future?

Answer 38

I helped plan for the future by providing advice to which would most likely have less liability come the 2023 rating list. The options was to apply tone on two separate rateable values or merge two rateable values. The tone and merge would have provided similar savings however, by merging the two assessments come the 2023 list it would likely beneficial as the initial quantum had in the 2017 list could return, increasing the two individual assessments above the merged assessment.

Question 39

McFaddens – how did you meet your client’s expectations? inspection

Answer 39

I met my clients expectations by arranging an inspection to assess the areas almost right after the signing of terms. I then provided them with an outline of what appeals could be made to the multiple assessments held in the proeprty.

Question 40

McFaddens - How did you manage the timings of this rating instruction?

Answer 40

The timings for this instruction were managed by explaining the timeframe to inspect and assess the rateable values would take a month following signing of terms. However, on my inspection the client had not granted full access to the site and the appeal is still ongoing. I have explained that following the final inspections and when the rateable value has been calculated, we will need to given access to the government gateway at which point we will submit the appeals. I explained the stages of the CCA process and highlighted the timeframes we expect the VOA to respond, check can take up to 3 months after appeal and should we have to challenge it can take an additional 18 months.