Customer Service Excellence
The service has held a Charter Mark, the previous hallmark of excellent customer service, for the past 9 years.
Mansfield's Revenues and Benefits Service is the Tops in Customer Service Excellence!
Central Government, through the Cabinet Office, has revitalised the accreditation and it was re-launched last year as Customer Service Excellence.
As our old accreditation was due to run out we reapplied and recently underwent a rigorous onsite assessment. This involved the assessor engaging with customers and stakeholders for their views as well as staff.
Customer Service Excellence is designed to operate on three distinct levels:
As a driver for continuous improvement
As a skills development tool
As an independent validation of achievement.
It covers a range of key areas:
- Customer Insight
- The Culture of the Organisation
- Information and Access
- Service Delivery
- Timeliness and Quality of Service
The assessment report identified that significant attention is given to engaging with hard to reach groups.
The Management Team are committed to the provision of customer focused services.
Excellent customer care and satisfaction with services are seen to be essential; this is reinforced by the commitment to staff development.
There is an impressive range of information for customers provided in several formats.
Sound performance indicators are in place against which performance is monitored.
The award lasts for three years with a regular annual compliance review.
Further information on the Customer Service Excellence Standard is available from the Customer Service Excellence website.