Arvato’s award-winning partnerships with Chesterfield Borough Council and Sefton Metropolitan Borough Council have retained the coveted Customer Service Excellence (CSE) accreditation, following their annual reviews. The Arvato site in Congleton also successfully retained the award for their high quality service to all of their health customers, including East Cheshire NHS Trust.
The Customer Service Excellence standard 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.
The introduction of the Welfare Reform Act in April 2013 placed increased pressure on customer services, leading to a higher volume of customer contact and an increase in complex enquiries from citizens. This, combined with the requirement to demonstrate improvement and innovation within customer service delivery, resulted in a challenging assessment.
All of the teams received a commendation. Chesterfield received recognition for going above and beyond the standard’s requirements through managing customer expectations and providing wait times through the use of Interactive Voice Response (IVR) in the call centre. Whilst Sefton’s report highlighted excellent, efficient and innovative customer service demonstrated across various departments. These included Customer Services, ICT Services, Transactional HR, Payroll & Pensions, Accounts Payable and Revenues & Benefits. The accreditation awarded to Health demonstrated improved customer satisfaction rates and that high quality service was not only embedded into processes but also the way Arvato works to ensure clients’ requirements are met.
The accreditation continues to demonstrate that Arvato’s customer service is efficient and puts the customer at the heart of every process. Damon Bruce, Head of Customer Services, Chesterfield said “I’m very proud of this accreditation. It confirms not only the dedication and professionalism of our customer service staff but also Arvato’s commitment to provide a quality customer service to Chesterfield’s residents.”
Amanda Walker, Site Director, Arvato UK commented “Achieving this standard is a reflection of the continued hard work and success of our partnership with Sefton Metropolitan Borough Council in continuously striving to deliver more efficient, effective customer services. I’d like to congratulate everyone who has helped in achieving this standard. It is true recognition of the excellent quality of services provided by the partnership to the businesses and citizens of Sefton.”
Christine Porter, Head of Operations for Health, added “The award demonstrates the continued commitment from all Arvato employees in delivering excellent customer service to our clients. This enables NHS employees’ queries to be answered quickly allowing them to focus on vital front line care.”
Find out more about the accreditation here