Customer Service Excellence Assessments 2017
The Brothers of Charity Services in England have recently received visits from the Customer Service Excellence (CSE), carried out by Hugh Keachie. The Brothers of Charity Services in Lancashire received their first surveillance visit while the Brothers of Charity Services in Merseyside and Greater Manchester have had a full review.
The Brothers of Charity Services in Lancashire
The Brothers of Charity Services in Lancashire received their first surveillance visit; Hugh Keachie was able to confirm that the Lancashire service remains fully compliant with all elements of the standard and also achieved compliance plus in the following six elements:
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.
2.2.1. We can demonstrate our commitment to developing and delivering customer focused services through our recruitment, training and development policies for staff.
2.2.3. We prioritise customer focus at all levels of our organisation and evaluate individual and team commitment through the performance management system.
3.2.1. We provide our customers with the information they need in ways which meet their needs and preferences, using a variety of appropriate channels.
3.4.1. We have made arrangements with other providers and partners to offer and supply co-ordinated services, and these arrangements have demonstrable benefits for our customers.
3.4.3. We interact within wider communities and we can demonstrate the ways in which we support those communities.
The assessor, Hugh Keachie was particularly impressed with Voice For All’s work advocating Love, Sex and Relationships and their work with partner organisations such as the U Night Group and Choice Support.
The Brothers of Charity Services in Merseyside and Greater Manchester
The Merseyside & Greater Manchester Services have had a full review carried out by Hugh Keachie. His recommendation is that the Merseyside & Greater Manchester Service is fully compliant with all elements of the standard and that we are compliant plus in the three elements below. This is currently pending review from the CSE centre for assessment.
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 met 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:
1.2.3. We regularly review our strategies and opportunities for consulting and engaging with customers to ensure that the methods used are effective and provide reliable and representative results
2.2.3. We prioritise customer focus at all levels of our organisation and evaluate individual and team commitment through the performance management system.
3.4.1. We have made arrangements with other providers and partners to offer and supply co-ordinated services, and these arrangements have demonstrable benefits for our 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.
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”.
