Our Shared Service Centre in Swansea, which provides standardised back-office services to 19,000 civil servants has retained its Customer Service Excellence accreditation for a fourth consecutive year, following an annual review.
The Customer Service Excellence accreditation aims to bring professional, high-level customer service concepts into common currency by offering a unique improvement tool to help Arvato in delivering its services and putting customers at the core of what we do. It tests all areas that research has shown to be a priority for customers, with a particular focus on delivery, timeliness, information, professionalism and staff attitude. Retaining the award highlights the services’ emphasis on developing customer insight, understanding the user experience and robust measurement of service satisfaction.
To achieve the accreditation, the Swansea team had to demonstrate that they have maintained or improved a range of standards, evidencing the business processes against five key criteria and 57 sub-categories.
Despite the coronavirus pandemic, the assessment positively recognised the way Arvato and its employees, maintained business services during the UK lockdown and has successfully maintained those services ever since. The assessment also paid testament to the team increasing their Compliance Plus ratings demonstrating continuous improvement initiatives that were implemented and evidenced during this time.
Anthony Pompa, Head of Customer Services, Arvato CRM Solutions UK said: “Retaining this accreditation for a fourth consecutive year is a reflection of the ongoing hard work, commitment and success of our Shared Service Centre in continuously striving to deliver more efficient and effective customer services.
“It’s a significant achievement on its own to achieve this standard, but to do so alongside managing the impacts of a challenging pandemic and moving our employees overnight to be able to deliver our services from homes, is something the team should be extremely proud of.”