17 | UK Enterprise Awards 2022 Fresh Start UK was established in 2009 and has since helped over 12,000 customers become debt-free by paying back over £187 million worth of debt. The company’s mission has always been to improve the lives of its customers who are struggling with problem debt, through core values of R.I.S.E. (Responsibility, Innovation, Service, and Empowerment). Fresh Start UK offers initial free and impartial debt advice to people experiencing or concerned about debt. To support customers, it conducts a full and comprehensive evaluation of their circumstances, and provides clear and detailed advice on the best solution for their individual situation to help them on their journey to become debt-free. If appropriate to do so, its staff will offer a fully serviced debt management plan, where they will determine the customer’s affordable monthly payment and will manage their creditors for them. Responsibility Recent years have been financially difficult for everyone. As the nation finally begins to return to a semblance of normality and recover from the covid-19 pandemic, people find themselves faced with rapid increases in energy costs and a whole new cost of living crisis. Debt, sadly, is now an increasingly inescapable part of many people’s lives. Operations manager, Jon Musgrave tells us, “This is going to be a very concerning period for many people as they may be, for the first time, facing the potentially terrifying prospect of seemingly unmanageable debt. It is important to us that we make our services and experience available to all who might need our help. It’s not about bringing more customers onto a fee-charging solution, but ensuring that everyone who needs help has access to the advice and support they need when they need it. “If appropriate for them to then come on board as a customer, we will be on hand for as long as they need us, as we work together to empower them to take back control of their finances and continue on their journey to becoming debt-free.” Innovation Last year, Fresh Start introduced ADAMM, its Advanced Debt Advice and Money Management app, which is one of the UK’s first, and most advanced, completely digital and online debt advice apps. This allows new customers seeking debt advice to get comprehensive and FCA approved debt advice completely online, at their own pace, and apply online for their appropriate and chosen solution. This digital journey is due to be massively expanded at the beginning of Q3 2022, with the launch of a range of enhanced online options including an online portal/web app to complete their annual reviews, update their details and ultimately be able to fully manage and monitor their plan and their payments online. This type of online journey and level of control is what all customers have come to expect from any service in this digital age, but is an area where the debt advice and debt management industry has always been behind the times. Fresh Start plans on changing that, which will allow it to really stand out from the crowd. Service At the forefront of every decision Fresh Start makes is its customers, working to make the entire process as streamlined and easy as possible so they can choose their own journey to suit their preferences. Its team engages with customers the way they want to engage, whether they prefer to get in touch by telephone, email, SMS, WhatsApp, or online chat. Someone is always on-hand to resolve queries as soon as they can and ensure their plan runs smoothly. Each customer is assigned a dedicated account manager who will look after the day-to-day running of their plan, so they always have a named contact available who knows their case history, making them feel assured that they’re always in safe hands. This level of service has allowed the company to stand out in the debt management market, which can clearly be seen in its customer satisfaction ratings on Trustpilot and Feefo. Empowerment Fresh Start aims to empower its team just as much as its customers, being firm believers in individual empowerment for all colleagues, as an internal cultural of respect and continued development is maintained. Whilst many of the company’s advisers and senior staff have decades of combined experience in the financial advice and debt industry, many others have come to it from other sectors or even joined it at a young age as part of NVQ level apprenticeship schemes. Jon says, “We believe very strongly in internal advancement and have enjoyed a long history of success stories where our valued colleagues have continued to grow, professionally and personally, and advanced through all levels of the business, including management positions.” Company: Fresh Start UK Contact: Jon Musgrave Email: jon@freshstartltd.com Website: www.freshstartltd.com May22472 Best Credit Counselling Service - Northern England
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