Customer service team rated as excellent for tenth year running

Peterborough City Council’s Customer Service Centre - run by Serco - has once again been rated as excellent by an independent assessor.

This is the tenth year running that the Serco Customer Services team has achieved the Customer Service Excellence accreditation - a national government standard which assesses and recognises organisations with outstanding performance in customer service.

Serco is responsible for providing customer service to local residents across a wide range of areas as part of its strategic partnership with the Council - from organising and conducting specialist interviews for council tax and benefits, to taking payments for bulky waste collections, or handling welfare benefit and social care enquiries.

In the past year, the team has handled around 290,000 calls, 58,000 emails and 150,000 face-to-face visits from members of the public.

Serco underwent a rigorous, day long, assessment process to demonstrate that it is working within the high standards required to achieve accreditation.

The team was judged on its ability to understand customer groups; measure customer satisfaction; its commitment to customer service; its standards for service quality; and its ability to take prompt actions on any issues affecting customer service.

The Customer Service Excellence assessor found that “due to the hard work of staff, customer satisfaction levels are again high and improving”, concluding that “Customer Services continues to be a customer-focused service”. The assessor was particularly impressed by the way the team prioritise customer focus at all levels and ensure the information we provide in all formats is relevant and meets the needs of customers.

Councillor David Seaton, Peterborough City Council’s Cabinet Member for Resources, said: “I am absolutely delighted that Serco has once again achieved this prestigious ranking, it is testament to the hard work and dedication of everyone involved. As a council we deal with members of the public on a daily basis and are committed to ensuring that the service they receive is of the highest standard.”

Jeff Austin, Serco’s Customer Service Centre Manager, added: “It is a great achievement for the team to have retained this accreditation for the 10th year in a row. The assessment day is very rigorous and no stone is left unturned to ensure we are delivering an excellent service to the residents of Peterborough. Everyone works very hard to ensure an excellent level of customer service is provided and it is fantastic to see the teams’ efforts recognised by an independent body.”

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