Changes are Happening

Changes to hours at First Response

We have taken your feedback on-board and are making changes to the way we work and the systems we provide. Hopefully you will have noticed the changes to the First Response Finance dealer portal recently, and this is just the start.

From the 18th June we are taking a bold step towards providing the best possible customer service on a Saturday!

This weekend we are moving our manpower away from working on Sundays, and moving them to an area that is in high demand. By doing this, we are looking to significantly improve the service we offer on a Saturday. This does mean that we will no longer operate on a Sunday.

Being open on a Sunday has been a long term trial, investigating if we could help dealers sell a few more motor vehicles at the weekend. However, the trial has shown that in fact, Sunday hours aren’t as in demand as we had hoped and that the solution is to put all manpower from Sundays into the other days. The results should be reduced waiting times and provide quicker processing times, as the extra skilled staff will now be on hand to help.

This change means we’ve increased the amount of staff we’ll have available on our busiest days.

At First Response Finance we only make changes that we believe are right for the dealer, the customer and the business. If they’re not, we won’t make them. Knowing this, you can rest assured that this move to closing on a Sunday has not come suddenly or without evidence.

What this means for dealers

For the 7% of dealers who are happy to send applications or documents to us on a Sunday, please feel free to continue this. This means that when our staff are in on Monday we’ll be able to work on it. Again, as the renewals team will now have more staff during the week we should be able to deal with your requests quicker and more efficiently.

Getting a quicker answer

In addition to moving our staff around in order to help service you, we’re continuing in the updating and improvement of our online portal. Both of these changes will decrease waiting times, improve service and hopefully increase your business levels.

The dealer portal allows you to see all actions we’ve taken on the application (for example; text sent, phone call made) and the times that these actions were taken. You can also see which documents or proofs are required, if they have been received, checked, are with an underwriter or have passed. All of this information is in real time with our systems and is instantly available (which means no hold music!).

New Business

Monday 09:00 - 19:00
Tuesday 09:00 - 19:00
Wednesday 10:30 - 17:30
Thursday 09:00 - 19:00
Friday 10:30 - 17:30
Saturday 10:00 - 16:00
Sunday Closed

Renewals

Monday 09:00 - 19:00
Tuesday 09:00 - 19:00
Wednesday 10:30 - 19:00
Thursday 09:00 - 19:00
Friday 10:30 - 19:00
Saturday 09:00 - 17:00
Sunday Closed

Account Management

Monday 09:00 - 17:30
Tuesday 09:00 - 18:30
Wednesday 10:30 - 17:30
Thursday 09:00 - 18:30
Friday 10:30 - 17:30
Saturday 09:00 - 13:00
Sunday Closed

Have a question? Speak directly with your Account Manager or get in touch with us on Facebook or Twitter.

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