The Brothers of Charity Services in Lancashire were recently assessed for the Customer Service Excellence Standard via an onsite assessment and have achieved the standard with a good level of compliance. 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.
The assessor, Hugh Keachie noted in the report that: ‘From Senior Management to front line staff, all have shown their desire to provide a high quality service to all their customers. Partners too were keen to express their working relationship and how this benefits customers. The regular communications with families, customers and partners encourages an understanding and sharing of relevant information and experience.’
The report also reflected the positive environment that the service creates for customers and their families encouraging their involvement, consultation and feedback to ensure consistency in quality service. As well as the service’s professionalism and determination and passion to provide a quality service to all their customers through continual development and customer focus.
Further to achieving the CSE standard, the Brothers of Charity Services in Lancashire achieved 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.
2.1.2 We use customer insight to inform policy and strategy and to prioritise service improvement activity.
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.
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”.
