Celebrating service excellence with Robyn Stonier

We invite colleagues from across the business to share the positive feedback they have received from customers, partners, suppliers, and fellow colleagues. Using the feedback, a shortlist of colleagues is invited out for lunch with members of our executive team to celebrate their fantastic recognition.

Our nominees this quarter, who enjoyed lunch with Chief Executive Officer Shirley Woolham and Chief Operating Officer Paul Taylor, were Robyn Stonier, Richard Cleary, Ruelur Ali, Dominic Carey, Mandy Johnson, Louise Barker, and Gemma Susca.

This quarter’s winning testimonial was Robyn Stonier, Reconciliations Analyst, who represents the hard work put in every day in our support teams to ensure service excellence.

“Robyn has had frequent meetings with her [supplier] counterpart and built the foundations of a good relationship. Yesterday, a senior leader called out Robyn in our follow-up meeting for how collaborative she had been in seeing the issues resolved.”

Robyn has been a part of the Minster Law team for five years and we caught up with her to learn a little more about her role.

What’s your day-to-day like?

A typical day can be spent completing and liaising with suppliers to keep our invoice accounts up to date and paid on time. I work closely with suppliers to monitor our waive positions and completing calculations to work out the impact on the business from a financial perspective.

What do you enjoy most about your role?

Working alongside suppliers to build relationships, and that I face different challenges in my role that I need to overcome.

How do you provide excellent service to customers?

I’m not customer-facing, but I have and am continuing to work with suppliers to build relationships from a financial perspective.

How did you find the Great Service lunch?

It was lovely to sit down and meet new people from Minster Law. The food was lovely as well!

How did you feel when you won Great Service?

Really honoured! The recognition really shows that what I am doing is good and making a difference, and I will continue to provide the same level of service and more.

Paul Taylor, COO, said: “It is extremely humbling to take time out and spend time with our amazing colleagues who go above and beyond for our customers at what is often a traumatic time for them following a road accident. The dedication, care and passion for service excellence never ceases to amaze me.

Robyn typifies what it means to be nominated for the great service lunch. Her sheer determination and fantastic relationship building skills have helped to resolve a complex issue and smooth the way for more effective processes in the future.”

Robyn will automatically be entered into Jonathan Bamforth’s Great Service Award at the Minster Law Awards Ball 2024.