Customer Service Excellence

We are pleased to have been awarded the Customer Service Excellence standard, one of the few major employment support providers to be given the Government-backed accreditation.

In order for an organisation to be recognised as achieving Customer Service Excellence they must be successfully assessed and certified against the standard by a licensed certification body. The trade mark has been developed by the Cabinet Office.

35 Reed in Partnership employees were interviewed and a three day site visit was conducted to explore the commitment to customer service and the systems and processes utilised to support the delivery of our services. Interviews were also conducted with our service participants and delivery partners.

The report concludes that:

“Staff are encouraged and empowered to create a customer-focused culture and are actively engaged in designing and reviewing the services and the experience encountered by participants.”

The independent report noted that the company values are being “fair, open and honest” and those using Reed in Partnership’s services confirmed “they were treated fairly and not judged when using the service provided by Reed in Partnership, which differed from a number of their other experiences”.

Martin Fallon, Managing Director of Reed in Partnership, commented, “I’m pleased that the work of our staff has been recognised as delivering for the people we serve. We will not rest on our laurels though, and there are a number of areas for improvement identified which we are already working hard to address.”

The Customer Service Excellence accreditation includes a commitment to undertake an annual continuous improvement check, which includes interviews with employers, customers and partners to check what action has been taken against areas recommended for further improvement.