Council’s Contact Centre celebrates
Crawley Borough Council’s Contact Centre has been awarded the prestigious Customer Service Excellence Standard (CSES).
The CSES, which is the successor to Charter Mark introduced by the Cabinet Office, aims to make a tangible difference to public service users by encouraging organisations to focus on their individual needs and preferences.
To be recognised as achieving Customer Service Excellence the Contact Centre was successfully assessed against five criteria. These are:
. Customer insight
. The culture of the organisation
. Information and access
. Delivery
. Timeliness and quality of service.
Fewer than 10 per cent of local authority contact centres have achieved the standard.
Councillor Richard Burrett, Cabinet member for Continuous Improvement and Development, said: “This is a prestigious accolade for the council’s Contact Centre and a well-deserved reward for the hard work of so many staff.
“I’m delighted to see that our Contact Centre is one of the first in the country to be recognised with the Customer Service Excellence Standard.”
An assessor visited the Town Hall in January and stated that he was satisfied beyond any doubt that Crawley Borough Council’s Contact Centre meets the requirements of the standard.
The final report commented that a positive impression was made by the enthusiasm of staff and partners involved in promoting customer focussed services throughout the organisation. This included frontline staff through to senior managers. Customers were also keen to confirm the level of service they received.
For more information visit www.cse.cabinetoffice.gov.uk
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