Who We Are
Grosvenor Services Group Ltd was formed in August 1998 to offer debt recovery and debtor tracing solutions.
The company has an ethos of delivering a high quality service to all of its customers, exceeding all client expectations wherever possible.
Our debt recovery division, Grosvenor Services, have provided debt recovery solutions to the utilities and financial services industries since its inception. During this period, our field force has grown to in excess of 150 people, working all over mainland UK. The backbone of this service is provided by our fully employed field force. In order to provide support and flexibility to this core team, it is supplemented by using a number of carefully selected and trained self employed field agents to work on our behalf.
We understand that when carrying out work, we are representing both ourselves and our clients.
In order to ensure that we continue to be ahead of legislation and guideline changes, as well as keeping up-to-date with industry practices, we are also a member of the Credit Services Association (CSA) and are Financial Conduct Authority (FCA) regulated as part of our consumer credit licence.
As an experienced service provider, we never lose sight of the fact that our staff are the core of our business. We aim to provide training opportunities for all staff and therefore have close links with external training companies, as well as developing a bespoke in-house training platform for our staff. The ability to achieve externally recognised qualifications, whilst being assessed on-the-job, has seen many of our staff achieving Level 2, 3 and 4 NVQs in a range of subjects. Our in-house training solution includes Induction Training, Specialist Role Training, Booster Sessions, Internal Audits / Spot Checks, External Audits and a Personal Development Plan (PDP) for all staff. This encompasses all aspects of each individual role, including Data Protection, FCA Guidelines, Ofgem / Ofcom / Ofwat Regulations and Dealing with Vulnerable Customers. This commitment to personal development has seen us achieve Investor In People accreditation.
All card transactions processed by Grosvenor (either via our contact centre or payGLS.co.uk payment site) are done so via Worldpay - a leading provider of electronic payment processing solutions that operate in over 40 countries worldwide. We are PCI DSS compliant in governing the security of any card payment data. All inbound and outbound calls are recorded, however the system automatically pauses recording when card details are provided. Our sophisticated automated outbound dialing technology allows us to stay fully compliant with all Ofcom requirements. The software is pre-programmed to take in to account all requirements including abandoned call rate, minimum ring time, dropped call messages and CLI presentation.
All of our staff are vetted to BS 7858 standard. This includes providing copies of original documentation (ie passport, driving licence, birth certificate) as confirmation of right to be in the UK, a copy of their CV and/or application form, 5 years employment history, references and credit checks. In addition to this, all of our Field Collections Officers are DBS (CRB) checked before completion of their probationary period and have this check carried out every three years.
Health and Safety is a core consideration in everything that we do. As a result, we have developed a relationship with a team of Health & Safety consultants to provide us with an online portal of documentation that is available to all of our office and field-based staff. In addition to this, formal risk assessments and method statements are produced for all roles undertaken by our staff, to ensure that safety remains a priority. In a more practical sense, this is done by raising awareness, structured reporting procedures, supplying all relevant PPE and being able to remotely track the location of all of our lone-working field agents.
Company Ethos
Our company has an ethos of delivering a high quality service to all of its customers, exceeding all client expectations wherever possible.
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