Vincents Solicitors appoints first Head of New Business

Firm invests in new digital transformation and customer support strategy

Mark Hooper has been appointed Head of New Business at Vincents Solicitors. His arrival comes as the Lancashire law firm invests in a new digital engagement and customer support strategy aimed at making life easier for clients.

Vincents is set to launch a new website and mobile App later in the year, designed to help improve the customer experience and streamline communications right from first contact. This will combine with a new approach to client relations which will see everyone offered a ‘legal health check’ in addition to their original requirement.

Mark will oversee both strategies to ensure they fulfil the aim of better meeting client needs. Looking out for the customers’ best interests with a holistic approach will be the most important part of the service, says Mark.

“Clients deserve the very best from us, from a quick response when they first get in touch to regular and open communication throughout their case, to a conclusion which achieves their aims. Ultimately we want to be their law firm of choice, their trusted advisors for life, so understanding the bigger picture for each and every client means we can help them make better decisions about all sorts of important matters, something we will be doing for everyone as part of a wider ‘health check’ of their legal affairs.

“As a full service law firm we have all the expertise in house to assist with everything from house moves and divorce to wills and probate, personal injury and clinical negligence to deputyships and trusts, from commercial property and corporate transactions to estate planning and LPAs. All of these things are interlinked and it makes sense to ensure clients are directed to a specialist who can provide the best advice, right here within the firm.

“We know there can be an element of cynicism about this but, let’s be clear, sorting out a deputyship after capacity has been lost is more expensive than drawing up an LPA ahead of time, a protracted divorce is more lucrative than a pre-nuptial agreement, and contentious probate generates more fees than having a will in place. By having these conversations early on we can help clients plan for the future and give them complete peace of mind.”

Having spent a decade in the financial sector within an FCA regulated industry, Mark brings a wealth of knowledge in customer experience, engagement and support. He joins Vincents from NCO Europe where he worked on behalf of a major credit card provider overseeing the department which helped customers struggling to repay debt due to life-changing events like illness, divorce, job loss, bereavement and insolvency.

“Our job is to look out for our clients, deal with people as individuals on a case-by-case basis, and develop a tailored solution just for them. We start with a mindset of doing right by people, then give them access to the very best practitioners, and that’s how we can make a genuine difference for our clients,” Mark added.

David Hawke, Commercial and Finance Director, welcomed Mark to the business. He said: “Mark has a wealth of knowledge and experience in developing customer-focused service improvements, and digital engagement strategies, both of which will benefit our clients.

“As the business continues to grow, we are strengthening not only our legal teams but also the business development and administration departments which support them. We are investing in new systems and strategies to streamline internal processes and further improve our external client support, and Mark’s arrival is a key part of that.”

Pictured: David Hawke, Commercial Operations and Finance Director , with Mark Hooper, Head of New Business for Vincents Solicitors