Our customer service and accessibility
Improvements to the way we work
Using the same process improvement techniques we embedded several years ago, we trialled and implemented a number of improvements to how we work targeted specifically at customer service. One example was our call back service. We asked for feedback from those who use our service – could we change the way people could get in touch? The most popular by far, out of a range of options, was to be able to request a call back at a particular time of day. We have now implemented this through a contact form on our website and have received good feedback from both callers and staff on how helps to find a convenient time to discuss a case.
A team for service experience
We also created a team to benefit from the experience in customer service we have in our staff team, including from previous job and voluntary roles. The new Service Experience Team has been a great source of ideas and innovation, allowing us to continue improving our customer service. They provide a source of innovation, support and challenge to the wider organisation in improving our customer service.
At the same time, we’ve been looking at the accessibility of our website. We commissioned external consultants to carry out a full assessment and are currently implementing their feedback to make sure our services are accessible to all.