The Brothers of Charity Services in Merseyside and Greater Manchester recently had their second surveillance visit for the Customer Service Excellence Standard via an onsite assessment and again demonstrated a good level of compliance for the standard.
The service demonstrated excellent practice in providing relevant evidence and co-operation giving access to all areas of provision during its Customer Service Excellence assessment.
During the annual surveillance visits, the assessor, Hugh Keachie meets with groups of stakeholders to establish the level of care and support that is provided not only for people using the services but also their family, friends and the Brothers of Charity Services employees.
The Brothers of Charity Services in Merseyside and Greater Manchester have remained fully compliant with all areas of the standard and have gained CSE Compliance Plus in the following areas:
1.1.3 We make particular efforts to identify hard to reach and disadvantaged groups and individuals and have developed our services in response to their specific needs.
1.1.3 We make particular efforts to identify hard to reach and disadvantaged groups and individuals and have developed our services in response to their specific needs.
2.1.6 We empower and encourage all employees to actively promote and participate in the customer-focused culture of our organisation.
3.2.3 We have improved the range, content and quality of verbal, published and web based information we provide to ensure it is relevant and meets the needs of customers.
CSE Compliance Plus is awarded when evidence is provided which illustrates ‘customer’ support and services which goes above and beyond the practice of similar providers and also demonstrates innovation. One of the examples of a team member going the extra mile to help a potential customer highlighted during the CSE surveillance visit was a case where St Helen’s Council asked the Brothers of Charity Services to support a potential client, but there was no available accommodation.
Rather than turning the client away due to not having enough space, the Area Co-ordinator, Katy McCarthy took an innovative approach by arranging the conversion of a spare room in a 4 bedroom property into a 5th bedroom to meet his specific needs enabling the Brothers of Charity Services to provide support to him and creating a unique opportunity to change the life of the client and his family.
Darron Grundy, Chief Executive Officer of Brothers of Charity Services in England commented: “On behalf of the Trustees of the Brothers of Charity Services, we are absolutely delighted that the Brothers of Charity Services in Lancashire has once again achieved Customer Service Excellence Standard. Achieving compliance plus in several areas is a tremendous achievement and clearly illustrates the Brothers of Charity Services’ continued commitment to its ethos, vision and values in maintaining and increasing service quality and performance.
“This creates a positive and supportive environment for all our staff to continually improve and grow as people and as professionals within our Mission Statement. The Customer Services Excellence Standard is a whole Service achievement and fully reflects both the personal and professional commitment of all staff colleagues to continuous improvement both for themselves and for the people we are privileged to support which is truly outstanding”.