National accreditation rewards best practice in improving customer experience.
Birmingham-based housing association, Midland Heart has been awarded the Customer Service Excellence Standard for putting their customers at the heart of their service.
Customer Service Excellence is a national accreditation used by private and public sector organisations to test the standard of their service to customers. The independent assessor found Midland Heart to be compliant in all areas and compliant plus in some due to their commitment to constantly improve customer service and user experience.
Executive Director of Operations, David Taylor, said: “Being awarded this accreditation is a testament to the hard work of many teams across our business, ensuring we consider our customers needs when developing and delivering services.
“We’ve held this accreditation for a number of years but this is the first time it has included our Extra Care, Retirement and Supported Living services. We are very pleased that the accreditation now reflects all of Midland Hearts services.”
Originally set up by government and now used in multiple sectors, an organisation’s commitment to driving customer-focused change is tested over a three month period.
Performance Reporting Team Leader, Lateefah Clarke, said: “We are really pleased to have gained the accreditation. We have been successful to not only meet expectations but also have the benefit of being compliant plus in some areas. It’s a fantastic tool to highlight areas for further development as part of our continuous service improvement programme and celebrate our success.”
The test considers customer insight, the culture of the organisation, communication with customers, and quality of service delivery. For more information about the standard visit www.customerserviceexcellence.uk.com.