National Customer Service Week, Service with Respect
10 October 2025
As part of National Customer Service Week, we’re celebrating Service Recognition Day by shining a spotlight on Joseph Cartwright, a Carpenters colleague who has consistently gone above and beyond for our clients.
Joseph works in the Intermediate Track Team and is well known for his commitment to delivering 5-star service. His dedication hasn’t gone unnoticed, with clients praising his professionalism and ability to make complex legal matters understandable.
About Joseph
Joseph is currently undertaking the Chartered Legal Executive Litigator and Advocate Apprenticeship, with the goal of qualifying as a Chartered Legal Executive. Day-to-day, he handles a mix of personal injury cases, focusing on supporting clients through what can often be a stressful and confusing process.
When asked what he enjoys most about his role, Joseph explained: “I enjoy learning new things and developing my knowledge along with my career. I’m very career-driven with high aspirations, but most of all, I want to pass those high standards on to my clients and good customer service is one of the main ways I can do that.”
A Thoughtful Approach to Customer Service
Joseph’s approach to client care is built on communication and empathy. He takes the time to judge what level of contact each client needs - sometimes that means frequent calls, other times it’s about managing expectations and letting them know when updates will take longer.
“I always try to put myself in the client’s shoes. If I wouldn’t understand the process as a layperson, then I’ll break it down in simpler terms or follow up with a phone call to explain. The little things go a long way.”
This thoughtful, tailored approach is part of what makes Joseph stand out and why he consistently receives 5-star feedback.
Going Above and Beyond
Two recent cases highlight Joseph’s dedication:
- Joseph settled a complex claim for a client who required extra reassurance throughout the process. During frequent calls even when there wasn’t always news to share, Joseph patiently explained each step, secured a successful outcome, and left the client feeling supported. The client later left a glowing review, describing Joseph as “an asset to the company.”
- In another case, Joseph represented a client who had suffered serious injuries and secured a six-figure settlement. His regular updates and empathetic support left such an impression that the customer was relieved to be represented by Joseph.
These reviews reflect the real difference Joseph makes to people’s lives.
Motivation and Recognition
For Joseph, delivering excellent service is about making an impact: “What motivates me is showing those who gave me the opportunity what I’m capable of. Making a difference to clients who need it most is what drives me every day.”
He also recognises the importance of teamwork at Carpenters Group:
“The team are exceptional. Being surrounded by colleagues who are top of their game really goes a long way. You learn so much just by being around them.”
Recognition through client reviews is, for Joseph, one of the highlights of his role. Not only does it give him pride, but it also demonstrates to colleagues and mentors that their support has paid off.
“It’s always a great feeling to see a review pop into my inbox. It shows I’ve made a real difference to someone’s life, and it reminds me that the trust placed in me by my colleagues and managers has been worth it.”
Celebrating Service Excellence
At Carpenters Group, we’re proud to celebrate Joseph’s achievements and the outstanding customer service he delivers. His dedication, empathy, and professionalism embody the spirit of Service Recognition Day, reminding us all of the difference that great service can make, both for our clients and for the business.
