The Worcestershire Hub’s commitment to delivering excellent customer service to the residents of Worcestershire has been rewarded by achieving the nationally recognised Customer Service Excellence Standard.
The achievement means customers contacting the Worcestershire Hub are receiving a very high standard of customer service and that the Worcestershire Hub works closely with customers to gain feedback and improve the way services are delivered.
Worcestershire HubCustomer Service Excellence is a central government initiative that assesses how customer-focused organisations are and whether they understand and meet the needs and priorities of their customers.
Six out of the seven local authorities in Worcestershire decided to pool resources and share best practice by putting together a joint submission. Wychavon District Council chose not to participate as they achieved Customer Service Excellence separately in September 2010.
The assessment report on the Worcestershire Hub specifically highlighted the overall professionalism and dedication of staff and the commitment from all of the partners to ensuring the continued delivery of high quality and cost effective services.
Customer Service ExcellenceAreas for improvement include telling customers how customer satisfaction data is used to inform customer service and also letting customers know what actions are put in place to manage performance during busy periods.
SGS, Customer Service Excellence Certification Body, said: “Following the assessment, the Worcestershire Hub was found to have a deep understanding and commitment to Customer Service Excellence. The commitment was found from Senior Management levels through to operation and front line staff”.