Our award-winning Shared Service Centre in Swansea, which provides standardised back office services to 22,500 civil servants, has retained the coveted Customer Service Excellence accreditation following an annual review
The CSE standard provides a practical tool for driving customer-focused change within the business. It shows that the services we provide are efficient, effective, excellent, equitable and empowering – with the customer always at the heart of service provision.
In order to achieve the accreditation, our Swansea team had to demonstrate that they met the standards, evidencing the business processes against five criteria:
- Customer Insight
- The Culture of the Organisation
- Information and Access
- Timeliness and Quality of Service
The assessment highlighted an improvement in scores from last year, with the team maintaining the Compliance Plus status across a number of the criteria.
Mathew Copp, Director of Operations for Central Government, said: “Retaining this accreditation confirms the dedication and professionalism of our Customer Contact & Support Services Team and also our ongoing commitment to providing quality customer service.
“This standard, along with us recently winning the ‘Customer Engagement’ accolade at the Welsh Contact Centre Awards is a reflection of the continued hard work and success of our partnership with The Department for Transport and its executive agencies. I’d like to thank everyone who has helped in maintaining this standard.”
Arvato also holds the coveted CSE for our local government partnerships in Chesterfield and Sefton for successfully serving local residents.