Customer Service Excellence standard

Reed in Partnership is pleased to have been re-awarded the Customer Service Excellence standard, recognising our commitment to participants in the delivery of our services.

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.

The Customer Service Excellence standard aims to bring professional, high-level customer service concepts into common currency and put customers at the core of service delivery.

Over 30 Reed in Partnership employees were interviewed and a three day site visit was conducted to explore the work we do 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:

“Reed in Partnership undertakes extensive research to gain an in-depth understanding of potential participant groups [and] there is a corporate commitment to putting the participant at the heart of the service delivery.”

The independent report noted that Reed in Partnership operates a culture where staff are empowered and encouraged to actively promote and deliver a participant focused service. Participants who were interviewed throughout the assessment also confirmed that they had experienced a welcoming environment.

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