We developed another new service offering this year in response to significant staff changes in one of our biggest clients, a top 50 firm with 10 plus offices and 30+ partners. Having made a number of successful hires, including a VAT partner, the client’s team went from significantly under resourced to having the capacity required to meet the majority of their VAT needs.

We engaged with the new Partner even before he was in post and worked with him to establish how the VAT team could best support their newly formed team. Responding to these needs we pitched and won a retained contract to provide the team monthly technical CPD training. As part of that retainer, we provide technical check-ins, which helps them risk manage highly complex cases with another technical opinion. This is something we discovered was a high priority for the new partner through our meetings.

We also have a new ad hoc VAT advisory contract in place whereby we are set up to pull into any VAT work required where capacity is stretched. For example, providing holiday or illness cover for the team when they need it. This proved valuable recently when the Partner was attending a conference in Dubai and a complex piece of advisory work needed to be signed off.

The outcome for both the client and The VAT Team could not have been better. Our strategy of adaptability and flexibility have been key to us retaining and growing a client that could have disengaged. Working with them to proactively identify where we could continue to support them in a modified capacity further highlighted the impact of personalised experiences in customer relationships.

“I have no hesitation in recommending Rebecca and The VAT Team for the assistance they provide, particularly with the VAT technical training. This is provided to us on a monthly basis on agreed subjects that are useful for the more junior staff as general guidance and background, but also to the more senior team members as updates and refreshers. This would take valuable time out of our schedule to prepare, and represents good value for money for us as we can dictate the subject matter and the level at which it is delivered, and also have the opportunity to tailor it and ask questions which wouldn’t necessarily be the case with other training providers.

They also provide a summary information which is useful for our own marketing purposes”
- VAT Partner