The Brothers of Charity Services in Merseyside and Greater Manchester has recently been reassessed against the government endorsed Customer Service Excellence Award and found to be fully compliant with all elements of the framework as well as scoring compliance plus in an additional element.
In attaining these accreditations this clearly illustrates the Brothers of Charity Services continued commitment to maintaining and increasing service quality and performance through creating a positive and supportive environment for all our staff to continually improve and grow as people and as colleagues and these are key performance drivers for the Services to achieve its ongoing strategic objectives and delivery of the Brothers of Charity Mission Statement.
Hugh Keachie, Customer Service Excellence Assessor commented in his report: “The Brothers of Charity Services are continually determined to provide a high quality service to the people they support and therefore are always seeking information from various sources to enhance this service. Both physically changing and improving home environments as well as updating their IT systems shows a positive attitude to progression and development.”
The Customer Service Excellence Award assesses the organisation using five criterions, including: Customer insight; culture of the organisation; information and access; delivery; timeliness and quality of service. The Brothers of Charity Services have demonstrated that they meet all of these criterions, remaining fully compliant.
The Brothers of Charity Services also achieved compliance plus in the following two elements: making particular efforts to identify hard to reach and disadvantaged groups and individuals and have developed our services in response to their specific needs.1.3.5 making positive changes to services as a result of analysing customer experience, including improved customer journeys.
Compliance plus is awarded when organisations provide evidence which illustrates ‘customer’ support and services which goes above and beyond the practice of similar providers and also demonstrates innovation.
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 extremely pleased to have achieved full compliance in Customer Service Excellence as well as compliance plus in two areas. This is reflective of the commitment and professionalism shown by staff and the high level of quality care delivered by the Brothers of Charity Services. This clearly illustrates the Brothers of Charity Services’ continued commitment to its ethos, vision and values in maintaining and increasing service quality and performance.”