Our Shared Service Centre in Swansea, which provides standardised back-office services for around 22,500 civil servants has retained its Customer Service Excellence (CSE) accreditation for five consecutive years, after a recent annual review.
The Customer Service Excellence accreditation is an independent assessment that reviews how an organisation interacts with their customers. As part of the accreditation, the team had to submit a large selection of evidence and facilitate a remote assessor visit. This visit included reviewing service delivery and talking to customers, employees and partners, and the assessment focused on customer insight, the culture of the organisation, information and access, delivery, timeliness and quality of service. The team evidenced all of these elements and achieved Compliance Plus standards in eleven areas.
Retaining the award highlights the commitment the team shows in ensuring we deliver excellent customer service to our customers.
Anthony Pompa, Head of Customer Services, Arvato CRM Solutions said: “To maintain this accreditation for a fifth consecutive year, whilst spending the full year in remote business continuity conditions, is testament to the hard work and the dedication of the entire team. It also recognises our commitment to delivering against our strategic objectives but also continuing to innovate and push the boundaries in improving customer processes and procedures.
“The team should, once again, be very proud of achieving this, which this year included a range of additional compliance plus marks due to the ongoing focus towards providing a quality service”
You can find out more about the CSE accreditation here.