Home Group recognised for providing excellent customer service

July 28th, 2016 in Home Group News

One of the UK’s leading housing providers has been recognised for the quality of its customer service.

CSC team with UKCSI certificate

Home Group has been awarded ‘ServiceMark’ accreditation by The Institute of Customer Service for the work of its Tyneside based Customer Service Centre (CSC) which handles enquiries from throughout the UK.

The award is the latest recognition of Home Group’s excellent customer service after the CSC was last year named North East Contact Centre of the Year.

ServiceMark enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.

It has been awarded after independent assessors surveyed employees and carried out a week long assessment of the CSC’s working practices.

Rosemary Du Rose, Home Group executive director of customer service, said: “I’m delighted that the consistently high quality of service provided by colleagues at the CSC has been recognised once again. We’ve invested heavily in the CSC since it was opened five years ago, extending our opening hours and offering customers more ways to contact us.

“All the people who work in the CSC are committed to ensuring our customers receive the highest standard of service and issues are resolved as quickly as possible.”

Other organisations to achieve the award include: EDF Energy, Holland & Barrett and National Grid.

Home Group’s CSC achieved a customer satisfaction rating of 82.9 compared to the public sector average of 73.8

Jo Causon, chief executive of The Institute of Customer Service, said: “Achieving ServiceMark is a sign that Home Group is determined to demonstrate a commitment to continuously improve customer service standards and constantly evolve plans for service improvement. 

“By acting on the insights gained from customer feedback as part of the ServiceMark accreditation, Home Group will be in a stronger position to offer customers what they want, when they want and how they want it.”