United Welsh has been recognised for its commitment to customer service having been awarded with the prestigious Customer Service Excellence mark.
Customer Service Excellence or CSE is the UK Government Standard and only a handful of organisations in Wales have achieved the award.
By striving to attain this high standard the South Wales based housing
association has had to rigorously audit every part of their business to
illustrate the delivery of first class customer service. The purpose of the
standard is to ensure that the customer is at the very centre of everything the
organisation does.
The standard
focuses on delivery, timeliness,
information, professionalism and staff attitude. There is also emphasis placed
on developing customer insight, understanding the user’s experience and robust
measurement of service satisfaction.
United Welsh which
owns and manages over 4,200 properties in South Wales; the customer services
team takes on average 5,135 phone calls per month, which would equate to 61,620
calls per year and an average of 256 calls per day. It is estimated its two offices one in Caerphilly
and the other in Cardiff Bay will welcome over 7500 visitors this year.
The organisation has a wide and varied range of homes including 14 managed
Living+ schemes for the over 55’s. They have five directly managed supported
housing schemes and many throughout South Wales which are managed by
professional agents in the associated support field. Every customer is unique
and the organisation recognises this.
Kieran Towler Direct Support Services Manager at United Welsh said of the
recognition; “After
all the hard work it’s brilliant for us to have achieved the CSE mark for United
Welsh. It was a real team effort to collect all the evidence required for the
award and brilliant to see all the good work that goes on across the
organisation. I still feel we can build on this and the next stage is ensuring
that best practice is shared across United Welsh as a whole and ensure we are
always striving to improve.
“
December 2011
