The Brothers of Charity Services in Merseyside have achieved Customer Service Excellence with 5 recommendations for compliance plus.
The assessment which took place in November 2014 was the first three year Customer Service Excellence assessment after the Brothers of Charity Services originally achieved their Customer Service Excellence Status in 2011.
The assessment took a comprehensive study of evidence submitted to establish whether or not the organisation meets the requirements of the standard. This assessment took place over 2 days and was carried out by assessor, Hugh Keachie on behalf of the centre for excellence.
Throughout the assessment, Mr Keachie held group discussions with both members of staff and customers to assess the quality of the Customer Service given by the Brothers of Charity Services to both internal and external customers.
As well as retaining their Customer Service Excellence status, the Brothers of Charity Services also achieved Compliance Plus for 5 areas including:
• We have an in-depth understanding of the characteristics of our current and potential customer groups based on recent and reliable information.
• 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.
• We have a strategy for engaging and involving customers using a range of methods appropriate to the needs of identified customer groups.
• We have made positive changes to services as a result of analysing customer experience, including improved customer journeys
• There is corporate commitment to putting the customer at the heart of service delivery and leaders in our organisation actively support this and advocate for customers.
Hugh Keachie wrote in his report: “There is a real passion shown again during their 3 year assessment by staff to go above and beyond expectations of their service users and this was confirmed through discussions with customers and partners. A positive caring attitude in their approach, a real commitment to deliver promised quality service and an obvious interest in continually seeking ways to improve the quality of service offered to their customers. This was evident through observation and site visits during the assessment.
“There is also a strong determined leadership from senior management with the customer at the heart of their plans and service, always looking to identify service improvements within budget constraints.
“It was clearly visible throughout the assessment that all staff are committed and motivated to promote the best service possible care through a customer focused approach.”
Darron Grundy, Chief Executive of the Brothers of Charity Services in England commented: “This is a tremendous achievement and clearly illustrates the Brothers of Charity Services’ continued commitment to maintaining and increasing service quality and performance.
“The quality of the service that we provide to both internal and external customers is a key performance driver for the Services to achieve its ongoing strategic objectives and delivery of the Brothers of Charity Mission Statement.”
